Customer Service Advisor

1 week ago

Birmingham, United Kingdom HSBC Global Services Limited Full time

Are you enthusiastic about delivering exceptional customer service? Do you excel at staying composed while communicating and solving problems to ensure customers feel supported? If so, join us as a Customer Service Advisor and enjoy all the rewards of working for one of the world’s leading banks.

As well as a salary of £24,000 for a 35-hour week, we offer free parking, on-site gym, and ‘lunch on us’ for your first 4 weeks - not to mention 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.

You don’t have to bring us banking or even customer service experience, but there are essential skills that we look for:

- Active listening: listen carefully, retain key details, and accurately understand our customers’ concerns.
- Effective communication: clearly communicate information, ask the right questions, and ensure customers understand solutions.
- Customer-centric mindset: always aim to deliver a quality service for our customers so they have a positive experience to ensure longer lasting relationships.
- Empathy and support: understand the customer’s perspective and tailor your approach accordingly to support.
- Resilience: remain calm when dealing with customer questions, competing priorities and a demanding workload.
- Accountability: resolve customer queries in-line with policy and guideline.
- Following Process: follow procedures or making appropriate escalations where necessary.
- Digital Fluency: have confidence and a good capability with technology.

We can teach you everything else you need to know via our comprehensive training programme. This will be across 15 weeks to get you up-to-speed with your role, our systems, and products, and supported 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 training and academy support will be 100% face-to-face in the office. Where possible we ask that you do not take any holidays during this time as this will be limited during this period and can be discussed further at interview. You must also be able to commit to the role for a minimum of 12 months.
- Online Contact Centre Skills Assessment
- A telephone-based Recruiter Interview
- Final face-to-face interview with the business and an online Values Based Assessment

We operate a hybrid working environment, which means you will work at our office in Birmingham some of your time and then 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 free from the interruptions of day-to-day life. We will provide you with the technology required to do your role, but you’ll need to have a home Fibre Broadband connection with a minimum speed of 10MPS.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:
Telephone: +44 207 832 8500

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:
Telephone: +44 207 832 8500

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