Customer Service Advisor Job Available At HSBC Global Services Limited
HSBC originally known as The Hongkong and Shanghai Banking Corporation, was established in 1865 by Scottish banker Thomas Sutherland in Hong Kong. The bank was created to facilitate trade between Europe and Asia, reflecting the burgeoning commercial activities of that era. By 1866, it had formally incorporated and expanded its operations to Shanghai. Over the years, HSBC played a pivotal role in financing regional trade and became a prominent financial institution in Asia.
In 1991, HSBC Holdings plc was established in London as the parent holding company, marking a strategic shift in its corporate structure. This move was partly influenced by the impending transfer of Hong Kong’s sovereignty to China in 1997. The acquisition of the UK-based Midland Bank in 1992 further solidified HSBC’s presence in Europe and led to the relocation of its headquarters to London.
Today, HSBC operates as a public limited company, listed on multiple stock exchanges including London, Hong Kong, New York and Bermuda.
Throughout its history, HSBC has expanded through various acquisitions, enhancing its global footprint. Notable acquisitions include the British Bank of the Middle East in 1959, a majority stake in Marine Midland Bank in the U.S. during the late 1970s and the French bank Crédit Commercial de France in 2000.
These strategic expansions have positioned HSBC as one of the world’s largest banking and financial services organizations, serving approximately 41 million customers across 58 countries and territories.
Compensation
- Starting salary: £24,000 per year
Job Type
- Full-time position
Work Schedule
- Day shifts
- Monday to Friday
Work Location
- Leeds (Hybrid work arrangement)
Employee Benefits
This role comes with a competitive benefits package including:
- Company Pension – Secure your financial future with our pension scheme.
- Employee Discounts – Take advantage of discounts on a variety of products and services.
- Free Parking – Enjoy the convenience of free parking on-site.
- On-Site Gym – Stay active and fit with access to our in-house gym.
- Work from Home Options – Benefit from a hybrid work setup that allows you to work from home part of the time.
This full-time opportunity is based in Leeds and allows for hybrid working arrangements, offering a balance between in-office and remote work.
- Salary: Starting from £24,000 per annum, plus a suite of attractive benefits.
- Working Hours: 35 hours per week, structured for efficiency and work-life balance.
If you have experience in delivering exceptional customer service, you may be the ideal candidate for this role. Join our team at HSBC as a Contact Centre Customer Service Advisor and enjoy the benefits of working with one of the world’s most prestigious banking institutions.
This role is an excellent opportunity for individuals passionate about customer engagement, providing solutions and being part of a globally recognized financial institution.
In addition to a competitive salary, you will receive free parking, access to an on-site gym and a subsidized OFSTED-registered nursery. Furthermore, HSBC offers an impressive range of company perks including:
- 25 days of paid leave plus bank holidays.
- Exclusive employee discounts on various services and products.
- Comprehensive pension and healthcare schemes for financial and health security.
- Hybrid work flexibility, combining office-based work with remote options.
Please note: This role is open to UK residents aged 18 and above who hold a valid right to work in the country. Visa sponsorship applicants can use the email to contact us directly.
Primary Responsibilities
As a Customer Service Advisor, your primary duty will be assisting customers via telephone to ensure smooth transactions, provide solutions and address inquiries in a professional and friendly manner.
You will:
- Deliver outstanding customer service by addressing queries efficiently and courteously.
- Be adaptable to working in a high-paced call centre environment while maintaining quality service.
- Use multiple banking systems to process various customer transactions with speed and accuracy.
- Exhibit strong problem-solving abilities and meticulous attention to detail.
- Educate customers about HSBC products and digital banking solutions, guiding them toward seamless online services.
Customer service experience is essential for this role. However, prior banking experience is not required. HSBC provides a structured training program to equip new employees with the necessary skills.
Comprehensive Training and Support
To ensure your success in this role, we offer a detailed 15-week training program that covers:
- Product Knowledge – Understanding HSBC’s services and offerings.
- System Training – Learning to navigate various customer service platforms.
- Practical Application – Simulated customer interactions for hands-on learning.
This training will be conducted face-to-face in the office and requires full attendance during the program. Training hours are Monday to Friday, 9:00 AM – 5:00 PM.
During this period, taking time off is discouraged, as attendance is crucial for successfully completing the program. However, any pre-existing commitments can be discussed during the interview stage.
After training, new employees will transition to our Customer Service Academy, where they will receive ongoing mentorship and real-world practice. A dedicated peer coach will support new hires in handling their first live customer interactions.
Due to the nature of the role, a minimum 12-month commitment is required.
Working Hours & Shift Patterns
Our Contact Centre operates between 8:00 AM and 8:00 PM, Monday to Sunday, offering multiple work schedules designed for maximum flexibility. Employees can select from various shift patterns including:
- Standard Workweek: Monday to Friday, 8:00 AM to 6:00 PM.
- Flexible Schedule: Alternating weekly shifts, such as:
- Week 1: Monday to Friday, 8:00 AM to 6:00 PM.
- Week 2: Monday, Wednesday, Thursday and Sunday, 8:00 AM to 6:00 PM.
These compressed workweeks allow employees to enjoy up to three days off per week, promoting a better work-life balance.
Finalized shift allocations will be discussed upon successful selection and offer.
Hybrid Work Environment
HSBC provides a hybrid work structure, meaning employees split their time between the Leeds office and remote work.
To work from home effectively, candidates must have:
- A quiet, dedicated workspace (desk and chair) without interruptions.
- Fibre broadband connectivity (minimum 10 Mbps speed) to ensure smooth system operations.
While HSBC provides all necessary technology, a stable home internet connection is required for remote work.
Diversity and Inclusion
At HSBC, we take pride in fostering an inclusive, welcoming workplace. We celebrate diversity and encourage applications from individuals regardless of gender, ethnicity, disability, religion, sexual orientation or age.
We are committed to breaking down barriers to ensure equal opportunities for all candidates. As a Disability Confident Leader, HSBC ensures that qualified candidates with disabilities or long-term health conditions receive a guaranteed interview, provided they meet the minimum role requirements.
If you require accommodations during the recruitment process, please contact our Recruitment Helpdesk for assistance.
Contact Information
For queries regarding the application process, reach out to our Recruitment Team:
- Email: hsbc.recruitment@hsbc.com
- Phone: +44 207 832 8500
We look forward to welcoming passionate, customer-focused individuals to our team.
Frequently Asked Questions (FAQs)
What is the starting salary for this role?
The salary starts from £24,000 per year for a full-time position with 35 hours per week.
Is this a remote or office-based role?
This is a hybrid role, meaning you will work from both the Leeds office and remotely from home.
Do I need prior banking experience to apply?
No, prior banking experience is not required. However, customer service experience is essential.
What are the working hours and shift patterns?
The contact center operates between 8:00 AM and 8:00 PM, Monday to Sunday. Shift patterns include Monday to Friday 8 AM – 6 PM or alternating schedules that allow up to three days off per week.
Is training provided for new employees?
Yes, there is a 15-week comprehensive training program, followed by an academy phase, where you receive ongoing mentorship and hands-on support.
Are there any benefits included in this role?
Yes, employees receive company pension plans, employee discounts, free parking, access to an on-site gym and hybrid work flexibility.
Is there flexibility in choosing my work shifts?
Yes, various shift patterns are available including compressed shifts, offering up to three consecutive days off per week.
What equipment is required for working from home?
You need a quiet workspace with a desk and chair, along with a home Fibre Broadband connection (minimum 10 Mbps speed).
How can I apply for this role?
Applications can be submitted through HSBC’s official careers portal. If you require adjustments during the recruitment process, you can contact the Recruitment Helpdesk at hsbc.recruitment@hsbc.com or +44 207 832 8500.
