Customer Service Advisor

Customer Service Advisor (Contact Centre) - Leeds

Location: Leeds
Full-time: 35 Hours per Week
Shifts: Monday to Sunday between 6am - 11pm
Pay Rate: 13.20 per hour
Contract: Temp to Perm contract

Are you passionate about providing exceptional customer service? If you're re-entering the workforce following a career break, or looking to explore a new career path, join us as a Customer Service Advisor for HSBC in Leeds. You'll play a vital role in supporting our customers and delivering outstanding service. This is an ideal opportunity for those looking to transition into a fulfilling permanent role, with those completing training and meeting criteria being moved into a permanent role from the 6-month mark.

Role Overview:
As a Customer Service Advisor, you will be the first point of contact for HSBC customers, assisting them with their day-to-day banking needs over the telephone. You'll help resolve their enquiries, support digital banking solutions, and safeguard them from financial crime. Your role will involve building strong relationships, problem-solving, and ensuring a seamless customer experience.

Key Responsibilities:

• Act as the first point of contact for HSBC customers over the telephone, delivering excellent service.
• Assist with day-to-day banking transactions and enquiries.
• Build meaningful relationships, solve problems, and find effective solutions for customers.
• Safeguard customers and HSBC from the risk of financial crime.
• Drive a digital-first approach by promoting HSBC's digital solutions.
• Provide empathetic, tailored support to each customer to ensure a positive experience.

What We're Looking For

• Customer-Centric Approach
  Demonstrates a genuine passion for delivering outstanding customer service by actively listening, understanding individual needs, and providing tailored solutions. Strives to create positive experiences that foster long-lasting relationships.
• Effective Communication Skills
  Exhibits strong verbal and written communication abilities, asking pertinent questions and conveying information clearly. Ensures customers fully comprehend solutions, facilitating trust and clarity, whilst taking accountability in every transaction, in line with policies and guidelines.
• Digital Proficiency
  Comfortable navigating digital tools and technology to enhance customer interactions. While prior banking experience isn't required, a willingness to learn and adapt to new systems is essential, with comprehensive training provided.
• Resilience and Empathy
  Maintains composure and a professional demeanor when addressing challenging situations or handling multiple priorities. Demonstrates the ability to show empathy and support to the customers, tailoring your approach accordingly.
• Team Collaboration
  Thrives in a dynamic, supportive team environment, contributing to collective goals and sharing knowledge. Values diverse perspectives and works collaboratively to achieve the best outcomes for customers and the organization.

Benefits:

• Free parking, on-site.
• On-site gym.
• 'Lunch on us' scheme for the first four weeks. Hybrid working, providing the best of both worlds (not available during training).
• Our Contact Centre is open between 6am to 11pm Monday to Sunday. We have a variety of working patterns created to suit you, including compressed shifts with up to 3 days off each week.

Training and Support:
We can teach you everything 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.

Requirements:

• Must be a UK resident with the right to work in the UK. Unfortunately, we cannot offer visa sponsorship for this role.
• Must be over 18 years of age.
• Must have a suitable home office setup for hybrid working after training. You'll need to have a home Fibre Broadband connection with a minimum speed of 10MPS.
• Able to commit to 60% in Leeds office (office postcode: LS98 1FD)
• Strong digital fluency and a commitment to customer service excellence.

Next Steps:
Ready to take the next step in your career? Apply today and start making a difference in the lives of HSBC customers.
We're committed to building a diverse and inclusive workplace where everyone can be at their best. If you need accommodations or adjustments during the recruitment process, please get in touch with our Recruitment Team.