Customer Service Advisor

Do you enjoy talking to customers and providing them with an exceptional service? If you excel at staying composed while communicating and solving problems to support customers, join us as a Customer Service Advisor.

We offer a salary starting from £25,000 for a 35‑hour week, along with two fixed pay increases of £750 each in your first 12 months – the first contingent on meeting eligibility criteria (including successful completion of probation) and the second following a competency assessment at the end of your first year. Additional benefits include free parking, a lunch‑on‑us scheme, subsidised on‑site nursery, 25 days’ paid holiday (plus bank holidays), employee discounts, pension and healthcare schemes, and hybrid working.

Skills

• Active listening – capture key details and accurately understand customer concerns.
• Effective communication – clearly convey information, ask the right questions, and ensure customers understand solutions.
• Customer‑centric mindset – deliver quality service to build long‑lasting relationships.
• Empathy and support – understand the customer’s perspective and tailor your approach.
• Resilience – remain calm when handling customer queries, competing priorities and a demanding workload.
• Accountability – resolve queries in line with policy and guidelines.
• Process adherence – follow procedures and make appropriate escalations when necessary.
• Digital fluency – confidence and competence with technology.

Training & Academy

We provide a 16‑week comprehensive training programme to get you up to speed with your role, systems, and products. Training runs Monday to Friday 9 am‑5 pm, 100% face‑to‑face in the office. We ask that you do not take holidays during this period and that you commit to a minimum of 12 months.

Application Process

• Online Contact Centre Skills Assessment
• Telephone‑based Recruiter Interview
• Final face‑to‑face interview and online values‑based assessment

Eligibility & Working Conditions

Applications are open to UK residents over 18 with a valid right to work in the UK; no sponsorship is offered. The role requires 35 hours per week and is full‑time. The contact centre operates 7.30 am‑7 pm Monday to Friday; you will work in the office three days per week with hybrid options. A suitable home office setup and a minimum broadband speed of 10 MPS are required.

Diversity & Inclusion

HSBC is committed to diversity and inclusion. We welcome candidates of all genders, ethnicities, religions, sexual orientations, ages, disabilities, and socio‑economic backgrounds. We are a Disability Confident Leader and offer interview accommodations for disabled or neurodivergent candidates who meet the minimum criteria.

Contact

For recruitment process support, email [email protected].

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