Customer Service Advisor Fareham, England
Job description
Customer Service Advisor, Wealth Technical Support
Location: Hybrid working available
Salary: £22,750 + excellent benefits
Hours: 35 hours per week
As a Contact Centre Customer Service Representative, 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. You will speak with internal staff members, third parties and external customers about their Life or Investment policies.
Wealth Technical Support is a specialist contact centre, consisting of around 140 members across the department. We pride ourselves in delivering excellent customer service, making positive change to streamline processes and feel connected across the whole business. As a key specialist role, we are looking for people who can deal with customer requests with speed, certainty, accuracy, and empathy.
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 we are looking for people who are resilient and can work in a busy contact centre environment, people who can hold conversations with customers and have a genuine passion for going above and beyond expectations.
Your responsibilities will include:
- 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 range of transactions, whilst maintaining a high degree of accuracy
- Be a problem solver, someone who can think outside of the box and have an excellent attention to detail
- Be confident to explore the customer’s needs through effective questioning and active listening, recognising that each customer is unique
- Play a supporting role in educating our customers around HSBC products and alternative digital banking platform
- Maintain our reputation and drive confidence in our products and services
As a department we are passionate about coaching and developing our people and championing change, collating your ideas, and driving them forward to improve our customer journey. Speaking up when something doesn’t feel right is very important to us to ensure we can continuously improve.
Hybrid Working
We operate a hybrid working environment, which means you will work partly in the office (minimum of 2-3 days a week) and partly at home, it’s important you are able to do both. To be able to work from home you will need to have a suitable home 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, you will also need a home Fibre Broadband connection with a minimum speed of 10MPS, we will provide you will the technology required to do your role.
The Hybrid Office Location for this role is: Solent Business Park, Whiteley. There is free parking on site.
When & where you'll work
This role is full-time, contracted to 35 hours a week Monday to Friday – these hours will be split across the 5 days. Successful applicants must be able to commit to the role for a minimum of 12 months at 35 hours per week. Flexibility is required as you will be working between the hours of 7.30am -7pm Monday to Friday when our customers need us the most.
Your Training
You’ll initially receive 3-6 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 3 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 to expect:
- You will join our Academy to take part in our Wealth Technical Support training programme, focused on Life or Investments products, giving you the skills to handle complex enquiries from our range of customers.
- Monthly coaching and one to one sessions to track your performance and give you the opportunity to further your own development.
- Working towards set goals to achieve the best results within your role for the growth and reputation of the department.
- Being part of a team of other Customer Service Representatives, sharing knowledge and best practice for the benefit of yourself and the customers you speak to.
What You’ll Get!
- We offer an attractive minimum starting salary of £22,750 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 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 to 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
You’ll achieve more when you join HSBC.
HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you
