As one of the first points of contact for our customers, our contact centre teams are the friendly voice of HSBC. If you have a passion for people, eagerness to learn, and an ability to communicate with clarity, why not join our team at HSBC as a Contact Centre Customer Service Advisor Apprentice and relish all the rewards of working for one of the world’s leading banks.
This Apprenticeship is a brilliant entry-point into the world of Financial Services. You’ll work in a telephony-based role, whilst being supported in achieving SCQF level 6 certificate in Customer Service in Financial Services provided by Microcom alongside your work.
What does this mean for you?
Our Contact Centre is open between 8am to 8:00pm Monday to Sunday, meaning this telephony-based opportunity follows a shift pattern which can include evenings and weekends. In exchange, we offer a starting salary of £24,000 for a 35-hour working week, not to mention an impressive range of company benefits including 25 days’ paid holiday (+ bank holidays), employee discounts and pension/healthcare schemes. We also provide hybrid working which gives you the best of both worlds.
Eligibility criteria:
- Minimum of 5 Scottish National 5s at minimum grade D, including Maths and English.
- Have been a resident in the UK for the last 3 consecutive years before the start of the Apprenticeship and have a continued Right to Work in the UK for the full duration of the programme (as per Government Apprenticeship guidelines).
- Ability to commit to a minimum of 60% office-time per week.
- Ability to work in a shift-based environment.
In this role you will:
- Provide our customers with exceptional telephone-based customer service to help resolve their queries in a friendly and professional way.
- Be resilient, able to work in a busy contact centre environment, and hold conversations with customers on the telephone.
- Have the ability to use multiple systems to process a wide range of transactions at pace, whilst maintaining a high degree of accuracy.
- Be a problem solver with excellent attention to detail.
- Be happy to support in educating our customers around HSBC products and alternative digital banking platforms.
- Take part in dedicated off-phone study time, provided per week, for qualification, skills and behaviour, and technical role-specific training. This can be delivered via live workshops, online study content, and self-directed study time.
- Complete assignments and collate a portfolio of your learning. You will be observed and receive feedback from a dedicated Talent Coach. This is averaged over a 12-month period.
Although Customer Service experience and crystal-clear communication is essential, you don’t need to have banking experience, as we can teach you everything you need to know via our comprehensive training programme. This will be across 15 weeks to get you up-to-speed with your role, our systems and products, all supported in our Academy where you’ll 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 and training and academy support will be 100% face-to-face in the office. Where possible we ask that you do not take any holidays during this time as this will be limited during this period and can be discussed further at interview. You must also be able to commit to the role for the full duration of the Apprenticeship programme (12 months).
Start date:
- June intakes – you must be available to work full-time from June 2025, committing to an 12-month Apprenticeship programme.
As a heads up, in 2025, our Hamilton office will be relocating to Maxim Park (ML1 4WQ) where we’ll have a brand-new building within the Eurocentral Business Park. Our new site will provide a broad range of amenities and modern, best-in-class facilities.
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 – no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
