Customer Services - Customer Service Rep

Job description

The Customer Service Representative role is based within a HSBC Contact Centre that sits within Service Delivery UK.

The role of the Customer Service Representative is to provide a high quality service, to achieve maximum customer satisfaction by effective processing of all customer instructions.

Your responsibilities will include:
· Ensuring all customer needs are met and opportunities are maximised by resolving complex enquiries and/or complaints from all customers (internal and external) by effective investigation, or by referring on as appropriate, with recommendations
· Personally delivering a high quality customer driven service that provides customers with a positive view of HSBC and improves customer confidence and loyalty
· Achieving standards for productivity/accuracy/efficiency/ timeliness, in accordance with procedures, and in line with objectives
· Providing support to colleagues as and when required and identifying opportunities to enhance existing working practices
· Making sure instructions/requests are correctly interpreted and fully "owned" and actioned
· Ensuring any fraud/errors/irregular transactions are identified and escalated in accordance with procedures in a timely manner

Desired profile

The ideal candidate for this role will have:
· Past working experience in a relevant role, i.e. Customer Service
· Availability to work the shift pattern required for this role, i.e. The opening hours are 08.00-18.00 Monday to Friday. The rotational shift patterns are 8-4, 9-5 & 10-6.
· Experience working in relevant environment/s, i.e. Call centre environment, regulated environment is desirable but not essential
· Experience working in relevant market/context, i.e. Financial Services is desirable but not essential
· Previous experience of delivering an excellent customer service
· Consistently achieved objectives set for them and taken action to improve their own performance
· Both spoken and written communication skills with experience of sharing information effectively, in a clear, concise and professional manner
· Worked collaboratively with other colleagues, supporting them when possible
· Experience of building effective customer relationships which create customer advocacy

In addition to the details listed above, the ideal candidate will

· have consistently achieved objectives set for them and taken action to improve their own performance
· have both spoken and written communication skills with experience of sharing information effectively, in a clear, concise and professional manner
· have experience of building effective customer relationships which create customer advocacy base location for this role is Southampton.
Should you be successful following your interview the address for your job role will be as follows :

Forum 1, Solent Business Park, Whiteley, Fareham, PO15 7FH


At HSBC we are open to different ideas and cultures, connected to our customers, communities and each other and dependable by doing the right thing. These are the values that guide us every day and we seek to recruit people who share these values. We are also committed to increasing opportunities for our employees to work flexibly and welcome job share or flexible working applications.

Key search words: Call Centre, Southampton, Fareham,Customer Service, Wealth Business Services, Investments, CSC, telephone, Life, Pensions