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Customer Service Advisor - job post

15,552 reviews
GlasgowHybrid remote
Permanent, Full-time
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Job details

Here’s how the job details align with your profile.

Job type

  • Permanent
  • Full-time

Shift and schedule

  • Weekend availability
  • Monday to Friday

Pulled from the full job description

  • Company pension
  • Employee discount
  • Free parking
  • On-site gym
  • Private medical insurance
  • Work from home
Job description

Location: Hybrid working
Salary: £23,205 + excellent benefits
Hours: 35 hours per week

What you'll do

As a Contact Centre Customer Service Advisor, you will provide our customers with an outstanding service we can all be proud of, by taking ownership of customer’s transactional or service requests and answering specific product queries. Our customers call us for all sorts of reasons and tell us they want their requests dealing with speed, certainty, accuracy, and empathy, so these are key skills we look for.

You should be passionate about delivering an outstanding customer experience, be ambitious and have a helpful personality. Previous Customer Service experience is essential, but do not worry if you do not have banking experience, we can teach you everything you need to know. To be successful you’ll need to be resilient, able to work in a busy contact centre environment, and hold conversations with customers. You should also demonstrate a genuine passion for going above and beyond expectations.

You will.

  • Provide exceptional telephone customer service in a timely manner and be able to adhere and self-serve our policies and procedures to resolve customers queries.
  • Have the technical ability to use multiple systems with pace.
  • Process a wide range of transactions, whilst maintaining a high degree of accuracy.
  • Be a problem solver, someone who can think outside of the box and have excellent attention to detail.
  • Play a supporting role in educating our customers around HSBC products and alternative digital banking platforms.

When & where you'll work:

Our Contact Centre is open between the hours of 8am to 8:00pm Monday to Sunday. You 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 on one of the following working patterns:

Working Pattern 1:
Will be worked on a 2-week swing meaning you will work the below shifts on alternating weeks as below:

Monday: N/a | Tuesday: 8:00-18:00 | Wednesday 8:00-18:00 | Thursday 8:00-1700 | 8:00-18:00 | Saturday: N/a | Sunday: N/a

Monday: N/a | Tuesday: N/a | Wednesday: 10:00-20:00 | Thursday: 11:00-20:00 | Friday: 10:00-20:00 | Saturday: 10:00-20:00 | Sunday: N/a

Working Pattern 2:
Will be worked on a 4-week compressed rotation as below:
Monday: 10:00-20:00 | Tuesday: 11:00-20:00 | Wednesday: 10:00-20:00
Thursday: 10:00-20:00 | Friday: N/a | Saturday N/a | Sunday: N/a

Monday: 8:00-18:00 | Tuesday: N/a | Wednesday: 8:00-18:00 | Thursday: 8:00-18:00
Friday: N/a | Saturday: N/a | Sunday: N/a

Monday: 10:00-20:00 | Tuesday: 11:00-20:00 | Wednesday: 10:00-20:00
Thursday: 10:00-20:00 | Friday: N/a | Saturday: N/a | Sunday: N/a

Monday: 9:00-19:00 | Tuesday: 9:00-19:00 | Wednesday: N/a | Thursday: 9:00-19:00
Friday: 10:00-19:00 | Saturday: N/a | Sunday: N/a

Hybrid Working:
We operate a hybrid working environment, which means you will work from the office and 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: Hamilton

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!

  • When working from the office you will have access to free parking, a gym and a subsidised on-site nursery.
  • 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 Healthcare
  • Life Assurance, equivalent to four times your annual salary
  • Sharesave schemes – a monthly savings plan linked to an option to buy shares in HSBC at a discounted rate.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Telephone: +44 207 832 8500

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