Customer Service Advisor

3 weeks ago

Sheffield, United Kingdom HSBC Full time

-Job description

Location: Hybrid working

**Salary**: £23,205 + excellent benefits
Hours: 35 hours per week

As a Customer Service Advisor within Bereavement Support you will provide our customers with an outstanding service we can all be proud of. This is a specialist area of the business requiring those that are compassionate and diligent in supporting our customers. In this role, you will process initial notification following the death of a customer, providing query resolution relating to the bereavement journey via multiple communication channels.

You will need to make judgement calls balancing both customer/business risk, whilst, providing an empathetic, knowledgeable and professional telephony/administration service directly to bereaved families. Speed, certainty, accuracy, and empathy, so these are key skills we look for.

Within this role you will be
- Handling inbound and outbound calls, and any contact received through digital channels and post
- Making judgement calls around customer and business risk whilst providing an empathetic, knowledgeable and professional telephony and administration service directly to bereaved families
- Delivering an excellent level of customer service to internal and external customers
- Delivering fair outcomes for our customers and ensure own behaviours meet the required bank value
- Understanding HSBC's vision, values and goals to build engagement and an inclusive, high performing, customer-centred culture
- Supporting the department in meeting key performance indicators (service levels, operational risk, etc.),
Requirements

When & where you'll work:
Our opening hours are 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.

What do I need to be successful in this role?

Flexibility, customer centricity and the ability to work well in a team environment will help you to thrive in this role. We want people who can demonstrate a genuine interest in customers and a passion for the service you provide.

You do not need contact centre or banking experience to be successful, however some of the transferable skills and experience we are looking for are:

- Experience working in relevant environment/s, i.e. Customer Service
- Strong judgment, problem solving and decision making abilities.
- Pride in delivering what is promised in line with the customer and service expectations by taking ownership and helping to drive early resolution
- Ability to work in a high-volume, fast paced changing environment
- Excellent communication skills including written and verbal with ability to adapt to the situation required
- Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes

Hybrid Working:
We operate a hybrid working environment, which means you will work a minimum of 60% of your working week from the office and the remainder remotely from home. 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 safe, secure and free from the interruptions of day to day life, we will provide you with the technology required to do your role, you will also need to have a home Fibre Broadband connection with a minimum speed of 10MPS.

The Hybrid Office Location for this role is: Sheffield

Your Training

You’ll initially receive 3 weeks full training 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. After training you will then receive a further 5 weeks of support in our Academy, this is where you will 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.
To enable us to provide you with the correct support to fulfil your role training and academy support will be face to face in the office, we also ask that you do not take any holidays during this time.

What You’ll Get
We offer an attractive minimum starting salary of £23,205 per annum based on 35 hours per week, plus an annual discretionary performance bonus and a very competitive benefits package listed below:

- 25 days holiday and 8 bank holidays with the option to buy a further 5 days
- Perks at Work Benefit where you will be able to access to 30,000+ national & local employee discounts. Over 20 different categories ranging from Electronics, Fashion, Entertainment, Travel and Home & Garden to name a few.
- A market-leading employer Pension contribution*
- Access to “My Choice” Flexible benefits platform where you have access a whole range of optional benefits you can get hold of including: Health Club Memberships, Retail Voucher Cards, Car Breakdown Cover and Health Cash plan including dental to name a few.
- BUPA Healthc

  • Customer Service Advisor

    1 month ago

    Sheffield, United Kingdom First Customer Contact Full time

    **Who are we?** First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper...

  • Customer Service Advisor

    1 month ago

    Sheffield, United Kingdom First Customer Contact Full time

    **Who are we?** First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper...

  • Customer Service Advisor

    3 weeks ago

    Sheffield, United Kingdom First Customer Contact Full time

    **Who are we?** - **First Customer Contact**is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the...

  • Customer Service Advisor

    4 weeks ago

    Sheffield, United Kingdom First Customer Contact Full time

    **Who are we?** First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper...

  • Customer Service Advisor

    1 month ago

    Sheffield, United Kingdom First Customer Contact Full time

    **Who are we?**: First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and the newly launched Lumo). We operate all types of passenger railways - intercity, commuter, regional and...

  • Customer Service Advisor

    1 month ago

    Sheffield, United Kingdom First Customer Contact Full time

    **Who are we?** First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper...

  • Customer Service Advisor

    4 weeks ago

    Sheffield, United Kingdom First Customer Contact Full time

    **Who are we?** - **First Customer Contact **is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the...

  • Customer Service Advisor

    4 weeks ago

    Sheffield, Sheffield, United Kingdom First Customer Contact Full time

    Who are we?First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.We are...

  • Customer Service Advisor

    4 weeks ago

    Sheffield, Sheffield, United Kingdom First Customer Contact Ltd Full time

    Are you passionate about delivering excellent customer service? Are you looking for a new role where you can utilise your skills?The RoleAs one of our Customer Service Advisors specialising in customer contact via multiple channels, you will provide verbal and written support to customers' within agreed time scales and in an appropriate manner.Our advisors...

  • Customer Service Advisor

    4 weeks ago

    Sheffield, United Kingdom First Customer Contact Ltd Full time

    **Who are we?** First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper...

  • Customer Service Advisor

    4 weeks ago

    Sheffield, Sheffield, United Kingdom First Customer Contact Ltd Full time

    Who are we?First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.We are...

  • Customer Service Assistant

    1 month ago

    Sheffield, United Kingdom Switch Advisor Ltd Full time

    Join Our Team as a Top Customer Service Representative based in Sheffield! Are you an ambitious, driven, and highly competitive team player with a passion for delivering exceptional customer service? We are seeking top talents like you to become an integral part of our customer-centric team and set new standards for excellence. **About Us**: At Switch...

  • Customer Service Advisor

    1 month ago

    Sheffield, United Kingdom First Customer Contact Ltd Full time

    **Who are we?** First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across our franchises (Great Western Railway, South Western Railway, and Avanti West Coast) and our open access operators (Hull Trains and Lumo). We operate all types of passenger railways - intercity, commuter, regional and sleeper...

  • Customer Service Team Member

    1 month ago

    Sheffield, United Kingdom Switch Advisor Consultants Full time

    **About us** Switch Advisor Consultants is a small business in Sheffield. We are customer-centric, supportive and inclusive. Our work environment includes: - Casual work attire - On-the-job training - Safe work environment - Relaxed atmosphere We’re looking for an individual to join our Customer Service team, who will be friendly, kind, ambitious,...

  • Customer Service Team Member

    1 month ago

    Sheffield, United Kingdom Switch Advisor Consultants Full time

    **About us** Switch Advisor Consultants is a small business in Sheffield. We are customer-centric, supportive and inclusive. Our work environment includes: - Casual work attire - On-the-job training - Safe work environment - Relaxed atmosphere We’re looking for an individual to join our Customer Service team, who will be friendly, kind, ambitious,...

  • Customer Service Team Member

    4 weeks ago

    Sheffield, United Kingdom Switch Advisor Consultants Full time

    **About us** Switch Advisor Consultants is a small business in Sheffield. We are customer-centric, supportive and inclusive. Our work environment includes: - Casual work attire - On-the-job training - Safe work environment - Relaxed atmosphere We’re looking for an individual to join our Customer Service team, who will be friendly, kind, ambitious,...

  • Customer Service Team Member

    3 weeks ago

    Sheffield, United Kingdom Switch Advisor Consultants Full time

    **About us** Switch Advisor Consultants is a small business in Sheffield. We are customer-centric, supportive and inclusive. Our work environment includes: - Casual work attire - On-the-job training - Safe work environment - Relaxed atmosphere We’re looking for an individual to join our Customer Service team, who will be friendly, kind, ambitious,...

  • Customer Service Team Member

    1 month ago

    Sheffield, United Kingdom Switch Advisor Consultants Full time

    **About us** Switch Advisor Consultants is a small business in Sheffield. We are customer-centric, supportive and inclusive. Our work environment includes: - Casual work attire - On-the-job training - Safe work environment - Relaxed atmosphere We’re looking for an individual to join our Customer Service team, who will be friendly, kind, ambitious,...

  • Customer Service Advisor

    4 weeks ago

    Sheffield, United Kingdom Elevation Recruitment Group Full time

    Temporary Customer Service Advisor Sheffield £23,000 4 Months Elevation Recruitment Group is excited to partner with a renowned Sheffield-based software company to recruit a Temporary Customer Service Advisor. This role offers a fantastic opportunity for a dedicated individual to become part of a vibrant and forward-thinking team on a 4 month contract. As...

  • Customer Support Representative

    2 weeks ago

    Sheffield, United Kingdom Switch Advisor Ltd Full time

    **About us** Switch Advisor Ltd is a small business in Sheffield. We are customer-centric, creative and supportive. Our work environment includes: - Casual work attire - On-the-job training - Regular social events - Company perks Switch Advisor Ltd is looking for a Sales Support Representative who will be responsible for providing product and/or service...