Customer Service Advisor

Customer Service Advisor

Hamilton with Hybrid working (3 days per week in office, with the remaining from home)

Salary: from £23,205 + excellent benefits

Hours: 35 hours per week.

If you’ve got experience of delivering outstanding customer service, why not join our team at HSBC as a Contact Centre Customer Service Advisor and enjoy all the rewards of working for one of the world’s leading banks.

As well as a salary starting from £23,205 for a 35-hour week, we offer free parking, on-site gym, and subsided on-site nursery - not to mention an impressive range of company benefits including 25 days’ paid holiday (+ bank holidays), employee discounts and pension/healthcare schemes. We also provide hybrid working which gives you the best of both worlds.

Joining our Bereavement Support team (which is a specialist area of the business) you will need to show compassion and diligence, as you’ll process initial notification following the death of a customer and help with any queries relating to the bereavement journey via multiple communication channels.

You will:

·       Handle inbound and outbound calls, and any communication received through digital channels or the post.

·       Make judgement calls around customer and business risk whilst providing an empathetic, knowledgeable, and professional telephony and administration service directly to bereaved families.

·       Deliver an excellent level of customer service to internal and external customers whilst ensuring a fair outcome for them.

·       Support the department in meeting key performance indicators (service levels, operational risk, etc.).

Requirements

Although previous Customer Service experience is essential, you don’t need to have banking experience, as we can teach you everything you need to know via our comprehensive training programme. This covers 4 weeks to get you up-to-speed with your role and our systems and products followed by a further 5 weeks support in our Academy where you’ll be taking your first live customer calls with the support of a peer coach. Our Training and Academy hours are Monday to Friday 9am-5pm and we ask that you do not take any holidays during this time. You must also be able to commit to the role for a minimum of 12 months.

Applications are open to UK Residents over the age of 18 currently with a valid right to work in the UK, we are unable to offer sponsorship for this role.

Our Contact Centre is open between Monday – Friday 8.30am to 6pm and Saturday 9am-2pm. Successful applicants must be able to commit to the role for a minimum of 12 months. We are specifically looking for people who can work full time.

We operate a hybrid working environment, which means you will work at our office in Hamilton some of your time and then remotely from home. Please note, our contact centre team will be moving to Maxim Park ML1 4WQ in early 2025, so please do consider if this will be commutable for you. To be able to work from home, you will need to ensure you have a suitable office set up which includes a desk and a chair in a location which is free from the interruptions of day-to-day life. We will provide you with the technology required to do your role, but you’ll need to have a home Fibre Broadband connection with a minimum speed of 10MPS.

HSBC | Opening up a world of opportunity.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

Click the Apply button now for more details.