Customer Service Representative

3 months ago

Birmingham, United Kingdom HSBC Full time

-Job description

What you'll do

The role of a Customer Service Representative is to provide our customers with an outstanding service we can all be proud of, by taking ownership of customers’ transactional or service requests and answering specific product queries. Our Customer Service Representatives also educate our customers around HSBC self-service devices and actively speak to them around HSBC’s digital platforms, giving them the choice of how they wish to bank with us.

We are looking for people who are passionate about delivering an outstanding customer experience, people who are ambitious and have a helpful personality. Previous Customer Service experience is helpful, but is not essential, what we are really interested in is someone who can hold a conversation and who has a genuine passion for going above and beyond for customers - everything else we can teach you

At HSBC we are passionate about coaching and developing our people, you will have access to our learning platform and the opportunity to develop yourself and your career further.

Within this role you will:

- Provide exceptional face-to-face customer service in a timely manner whilst working in a fast-paced busy Branch environment and adhering to our policies and procedures
- Process a wide range of transactions, whilst maintaining a high degree of accuracy
- Have excellent attention to detail
- Play a supporting role in educating our customers around HSBC self-service devices and alternative digital banking platforms
- Collaborate as part of the dynamic Branch team and actively seek to improve workflows and processes to make banking with HSBC easier for our customers
Requirements

What you'll do

The role of a Customer Service Representative is to provide our customers with an outstanding service we can all be proud of, by taking ownership of customers’ transactional or service requests and answering specific product queries. Our Customer Service Representatives also educate our customers around HSBC self-service devices and actively speak to them around HSBC’s digital platforms, giving them the choice of how they wish to bank with us.

We are looking for people who are passionate about delivering an outstanding customer experience, people who are ambitious and have a helpful personality. Previous Customer Service experience is helpful, but is not essential, what we are really interested in is someone who can hold a conversation and who has a genuine passion for going above and beyond for customers - everything else we can teach you

At HSBC we are passionate about coaching and developing our people, you will have access to our learning platform and the opportunity to develop yourself and your career further.

Within this role you will:

- Provide exceptional face-to-face customer service in a timely manner whilst working in a fast-paced busy Branch environment and adhering to our policies and procedures
- Process a wide range of transactions, whilst maintaining a high degree of accuracy
- Have excellent attention to detail
- Play a supporting role in educating our customers around HSBC self-service devices and alternative digital banking platforms
- Collaborate as part of the dynamic Branch team and actively seek to improve workflows and processes to make banking with HSBC easier for our customers

What do I need to be successful?
- Demonstrate excellent communication skills enabling you to engage in effective conversations, build strong connections and show empathy to our customers
- The ability to take ownership of customer enquiries through to resolution - you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service
- Be resilient to a continuous changing environment

When & Where you'll work

Our Full-Time roles are 35 hours per week between the hours of Monday to Friday 09:00-17:00 and Saturday 09:00-13:30. (Not all our branches are open on a Saturday)

There may be times when we may ask you to support other local branches within a reasonable distance to you with any additional costs reimbursed in line with HSBC Expenses Policy.

Your Training

You’ll receive full training in-branch to get you up to speed with the specifics of your job role, the systems you will use, as well as the products and services that HSBC offer. Our Customer Service Representative training course is 8 days in total split over 2 weeks.

As our training is important, we require you to attend the whole course therefore you will be unable to take holidays during your training period.

What You’ll Get

We offer an attractive minimum starting salary of £23,205 based on 35 hours per week, plus an annual discretionary performance bonus.

You will also receive:

- Over six weeks’ holiday. This includes bank and public holidays with the option to buy more
- Perks at Work Benefit where you will be able to access to 30,000+ national & local employee discounts
- A mark

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