Job description

M&S Bank - Customer Service Contact Centre Advisor

Chester based - hybrid woriking

Part and Full time positions available

Who we are

We are Marks & Spencer’s financial partner. Our aim is to bring the trusted M&S values to banking, opening up a world of opportunity for our customers. At M&S Bank, we offer a range of financial services, from credit cards to savings products, loans to insurance; and we have the widest selection of travel money currencies available on the high street at our M&S Bureau de Change.

We value difference and understand that we succeed together when you can bring your whole self to work – you feel better and work better, and that’s good for everyone! We take responsibility for creating an inclusive culture for everyone – our colleagues, our customers and our communities. Together, we get it done!

The Contact Centre is at the heart of our business and we want you to be yourself so a natural flair with people is important.  The role is varied and whilst challenging its thoroughly rewarding. You don’t need to have banking of previous contact centre experience, through a thorough training plan and on-going coaching we can teach you everything you need to know.

Please note our working pattern incudes working weekends, our contact centre is open 8am-8pm 7 days a week. Throughout the recruitment process we will discuss the shift patterns available.

What’s in it for you

• Choose to work in a hybrid way, meaning you can split your time between working in our Head Office and at home
• Competitive salary and the chance to earn an annual bonus
• Great holiday package (25 days per year)
• Recognition all year round with Spotlight awards and access to events at the M&S Bank Arena in Liverpool
• 20% discount when shopping in M&S
• Flexible benefits that you choose to suit your lifestyle including:
  • Pension
  • Discounts at many popular retail brands
  • Access to support to help you manage your health, mental and financial wellbeing
• We’ll give you one day per year to do your bit for the community by volunteering or raising money
• Choose to study as you work by signing up for our apprenticeship scheme

Requirements

What we’re looking for

We’re looking for enthusiastic, customer-focussed people to join our Contact Centre team. We’ll provide training, so it doesn’t matter if you’ve never worked in a contact centre before. Whatever your experience and background, we’d love for you to join us! Here are the sorts of skills we are looking for:

• Active listening and responding with empathy
• Passionate about helping others and solving problems
• Excellent communicator (verbal and written)
• Comfortable multitasking, staying organised and motivating yourself
• Desire to get things right first time
• Passion for learning
• Good digital skills
• Patience

What you’ll be doing

Our mission is to make things easy for customers, and delight them when we can – that’s where you come in! You’ll be there to answer the phone and help or support our customers with whatever they need at that time. So, you’ll be doing things like:

• Acting as a digital advocate, helping our customers understand and use our digital platforms to service their accounts
• Providing the highest levels of customer satisfaction and professional customer support
• Building rapport so you can have meaningful conversation with customers to understand how you can help and then by providing relevant solutions 
• Maintaining and updating customer account details
• Handling complaints, taking ownership and resolving them
• Being the voice of our customer to help us continually improve

Interested? Then we’d love to hear from you!

Interviews will take place at our HO in Chester, week commecing 7th March. 

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that champions continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies!