MSB Contact Centre Advisor

4 weeks ago

Chester, Cheshire, United Kingdom HSBC Global Services Limited Full time

We are a leading financial services provider, and our aim is to deliver exceptional customer experiences through our contact centre team. At HSBC Global Services Limited, 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 diversity and inclusion, and we believe that our employees are our greatest asset. We take responsibility for creating an inclusive culture for everyone – our colleagues, our customers, and our communities. Together, we get it done.

Engaged employees are proven to deliver a better customer experience and, as a result, positively impact business performance.

Shifts

Our contact centre is open 8am-8pm 7 days a week, so your working pattern will include working some weekends and evenings. However, we'll chat through the shift patterns during the recruitment process.

What's in it for you.

  • Hybrid working with 60% of your time in the office (Chester Based) and 40% at home.
  • Competitive salary and the chance to earn an annual bonus.
  • 25 days holiday 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.
  • On site Starbucks, Gym and M&S shop.
  • 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.
  • Salary offered £23,205.

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:

  • Providing the highest levels of customer support
  • Building rapport through listening, asking questions, and then providing relevant solutions to customers
  • Sometimes you'll have to handle complaints, taking ownership and resolving them.
  • Maintaining and updating customer account details
  • Acting as a digital advocate, helping our customers understand and use our digital platforms to service their accounts.
  • Being the voice of the customer by suggesting improvements we can make to improve customer experience.

What we're looking for

We're looking for enthusiastic, customer-focussed, resilient 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:

  • Customer focussed and love giving great customer experience.
  • Active listening and responding with empathy.
  • Passionate about helping others and solving problems.
  • Resilience to handle difficult calls or when working alone.
  • Excellent communicator (verbal and written).
  • Comfortable multitasking, staying organised and motivating yourself.
  • Passion for learning.
  • Good digital skills.
  • Patience.

Being open to different points of view is important for our business and the communities we serve. At HSBC Global Services Limited, we're dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. 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.

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