Customer Services - Customer Service Associate

Job description

The Customer Service Associate role is based within the Leeds Contact Centre.

This role offers an attractive reward package with a discretionary performance bonus, flexible benefits, pension and employee discounts and a starting salary for full time of £17000.00.

As a key member of our HSBC contact centre team, you'll be responsible for providing a world-class level of service to our Advance customers over the telephone (Advance refers to our current account with benefits – customers pay a monthly subscription for this account and therefore expect a superior service). You will be responsible for taking calls and resolving a range of Advance customer queries.

To excel in this role you will genuinely enjoy constant telephone contact with your customers, be an instinctive communicator, and thrive on identifying opportunities to help your customers find the right solutions to meet their current and future needs. Ideally you will have had previous contact centre or strong retail experience and be willing to work flexibly, as the role will involve shifts. This role will require you to work 35 hours per week on a 5 week rolling shift pattern between the hours of Mon-Sun 7am - 12pm. You will be allocated a shift pattern, but the nature of the business does require you to be flexible.

HSBC is a global brand and this is an excellent opportunity to work in a fast paced environment, progress your career and grow your customer service skills within our busy and dynamic contact centre.

Your responsibilities will include:

· Dealing with everyday queries from our Advance account customers – helping with balances and statements, making bill payments and setting up standing orders
· Listening to customers to identify and understand their current and future needs, and providing the right solution to meet those needs
· Encouraging the use of the Bank's alternative delivery channels (e.g. internet or mobile) according to the customer's needs
· Providing excellent service, going above and beyond customer's expectations on every single call
· Complying with the regulations and procedures that govern our business and products

Desired profile

In addition, the ideal candidate will have:

· An experience of working in a relevant environment, i.e. Customer Services
· A proven track record of understanding customers' needs and delivering excellent customer service.
· Strong professional communication skills, both oral and written
· Experience of making timely and informed decisions
· Flexibility and open to change and innovation
· Experience of working with rules and regulations
· Consistently achieved objectives set for them and taken action to improve on their own performance as well as encouraging others to do the same
· Ability to commit to a rotational working pattern
· Proficient key board skills

In addition to the above, the ideal candidate will be able to work collaboratively with others, quickly establish customer needs, be self-motivated, resilient, naturally empathetic, and have the ability to take responsibility for actions, whilst working with minimal supervision.

The base location for this role is Munroe Court, Leeds

At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable, we do the right thing. These are the values that guide us every day. We seek to recruit people who share these values and will help us to sustain them.

Key search words: Leeds, Customer Service, Advance, full-time