Customer Service Representative

4 weeks ago


Glasgow, Glasgow City, United Kingdom HSBC Global Services Limited Full time

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.

Delivering outstanding customer service is at the heart of this role as a Contact Centre Customer Service Advisor at HSBC Global Services Limited. If you have experience in providing exceptional customer experiences, we want to hear from you.

As a key member of our Bereavement Support team, you will be responsible for processing initial notifications following the death of a customer and providing support to bereaved families via multiple communication channels.

Key responsibilities include:

  • Handling inbound and outbound calls, and any communication received through digital channels or the post.
  • Making judgement calls around customer and business risk whilst providing an empathetic, knowledgeable, and professional telephony and administration service.
  • Delivering an excellent level of customer service to internal and external customers whilst ensuring a fair outcome for them.
  • Supporting the department in meeting key performance indicators (service levels, operational risk, etc.).

We offer a comprehensive training programme to get you up-to-speed with your role and our systems and products. This includes 4 weeks of training followed by 5 weeks of support in our Academy where you'll be taking your first live customer calls with the support of a peer coach.

Our Contact Centre is open between Monday – Friday 8.30am to 6pm and Saturday 9am-2pm. 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.

We are committed to creating diverse and inclusive workplaces and are proud to be a Disability Confident Leader. We 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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