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M&S Bank - Customer Service Contact Centre Advisor

Hybrid Role – in the office, at home or a bit of both

Full time - The contact Centre is open from 8am-8pm, 7 days a week, This role requires flexi-shifts. Flexi-shifts is where you are available to work between 8.00am and 8.00pm but you advise us when you start which shifts you would like to do and which you would prefer not to do. We guarantee at least 50% of your preferences. You will never be scheduled in for more than 3 Saturdays and Sundays in any 6 week planning period. This works on a 6 week basis.

Who we are

We are Marks & Spencer’s financial partner. 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!

Our hybrid working option is a new offering, if you decide to work from home we do ask you to have the flexibility to attend monthly team meetings in the office, we’ll help you set up a space with the right equipment at home, but if you want to be in the office to use our onsite gym, pick up a Starbucks or shop in our very own M&S store you can or be a hybrid worker and get the best of both worlds.

Please note our working pattern incudes working weekends, our contact centre is open 8am-8pm 7 days a week. Throughout the recruitment process we will discuss the shift patterns available.

What’s in it for you

• Start Date - May 2023
• Choose to work in a hybrid way, meaning you can work from our Chester head office, work from home or even split your time between both
• Competitive salary and the chance to earn an annual bonus
• Great holiday package (25 days 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
• 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
• 2 weeks training in Chester - Head office that will be expensed

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 satisfaction and professional customer support
• Building rapport so you can have meaningful conversation with customers to understand how you can help and then by providing relevant solutions
• Handling 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 our customer to help us continually improve

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

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 apply for our roles, please contact our Recruitment Helpdesk:

Email: [email protected]

Telephone: +44 2078328500.

Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has processes in place to avoid nepotism. This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.”