M and S Bank Customer Service Contact Centre Advisor

at  HSBC

Job description
Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.
As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.
Shifts - Our contact centre is open 8am-8pm 7 days a week so your working pattern will include working some weekends and evenings, but we’ll chat through the shift patterns during the recruitment process.
Who we are.
We are Marks & Spencer’s financial partner, and our aim is to bring the trusted M&S values to banking by Giving Money More Sparkle. At M&S Bank, we offer a range of financial services, from credit cards to savings products, loans to insurance; and we have the widest selection of travel money currencies available on the high street at our M&S Bureau de Change.
We value difference and understand that we succeed together when you can bring your whole self to work – you feel better and work better, and that’s good for everyone! We take responsibility for creating an inclusive culture for everyone – our colleagues, our customers, and our communities. Together, we get it done!

What’s in it for you.

• Hybrid working with 60% of your time in the office (Chester Based) and 40% at home.
• Competitive salary and the chance to earn an annual bonus.
• 25 days holiday per year.
• Recognition all year round with Spotlight awards and access to events at the M&S Bank Arena in Liverpool.
• 20% discount when shopping in M&S.
• On site Starbucks, Gym and M&S shop.
• Flexible benefits that you choose to suit your lifestyle including:
• Pension
• Discounts at many popular retail brands
• Access to support to help you manage your health, mental and financial wellbeing.
• We’ll give you one day per year to do your bit for the community by volunteering or raising money.
• Choose to study as you work by signing up for our apprenticeship scheme.
• Salary - 23205£

What you’ll be doing

Our mission is to make things easy for customers and delight them when we can – that’s where you come in! You’ll be there to answer the phone and help or support our customers with whatever they need at that time. So, you’ll be doing things like:

• Providing the highest levels of customer support
• Building rapport through listening, asking questions, and then providing relevant solutions to customers
• Sometimes you’ll have to handle complaints, taking ownership and resolving them.
• Maintaining and updating customer account details
• Acting as a digital advocate, helping our customers understand and use our digital platforms to service their accounts.
• Being the voice of the customer by suggesting improvements we can make to improve customer experience.

Requirements
What we’re looking for
We’re looking for enthusiastic, customer-focussed, resilient people to join our Contact Centre team. We’ll provide training, so it doesn’t matter if you’ve never worked in a contact centre before. Whatever your experience and background, we’d love for you to join us!

Here are the sorts of skills we are looking for:

• Customer focussed and love giving great customer experience.
• Active listening and responding with empathy.
• Passionate about helping others and solving problems.
• Resilience to handle difficult calls or when working alone.
• Excellent communicator (verbal and written).
• Comfortable multitasking, staying organised and motivating yourself.
• Passion for learning.
• Good digital skills.
• Patience.

Opening up a world of opportunity
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:
Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500

• Providing the highest levels of customer support
• Building rapport through listening, asking questions, and then providing relevant solutions to customers
• Sometimes you’ll have to handle complaints, taking ownership and resolving them.
• Maintaining and updating customer account details
• Acting as a digital advocate, helping our customers understand and use our digital platforms to service their accounts.
• Being the voice of the customer by suggesting improvements we can make to improve customer experience