Customer Service Advisor

1 month ago

Cardiff, Cardiff, United Kingdom HSBC Full time

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 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.

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 Sheffield some of your time and then remotely from home.

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 part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you'd like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email:
Telephone: (phone number removed)

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