Summary
If you’re looking for a career which will unlock new opportunities, join HSBC and experience the possibilities. As a HSBC employee in the UK, you will have access to tailored professional development opportunities, a competitive pay and benefits package.
Annual wage
£23,205 a year
Training course
Customer service specialist (level 3)
Hours
Ability to commit to a minimum of 60% office-time per week (following completion of initial training). Shifts to be confirmed.
35 hours a week
Possible start date
Tuesday 1 April
Duration
1 year 6 months
Positions available
10
Work
As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.
What you’ll do at work
As a Customer Service Representative Apprentice, you will:
* Support our existing customers facing financial difficulty
* Support mainly on the telephone
* Think outside the box and be informative about alternative digital services, whilst supporting with banking queries
* Communicate transparently with excellent interpersonal skills to deliver amazing customer service, being confident and friendly when speaking with our customers in this telephony-based role
Customer service experience is desirable, but not essential for this role.
Where you’ll work
1 Centenary Square
Birmingham
B1 1HQ
Training
An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.
College or training organisation
KAPLAN FINANCIAL LIMITED
Your training course
Customer service specialist (level 3)
Equal to A level
Course contents
* Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
* Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
* Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
* Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
* Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
* Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
* Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
* Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
* Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
* Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
* Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
* Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
* Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
* Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
* Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
* Service Improvement: Make recommendations based on your findings to enable improvement
* Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Your training plan
* It’s a permanent, entry-level role; an apprenticeship opportunity which will see the successful candidates join for a 12-18-month Level 3 Apprenticeship programme, all fully funded by HSBC
* You will be supported throughout your entire journey, with a mixture of classroom learning, independent study and on-the-job training, designed to build your foundations for a successful career within the HSBC Group
* Qualification attained in this programme is Level 3 Customer service specialist
Requirements
Essential qualifications
GCSE or equivalent in:
* 5 subjects including Mathematics and English (grade 4/C or above)
Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.
Skills
* Communication skills
* Attention to detail
* Organisation skills
* Customer care skills
* Problem solving skills
* Number skills
* Analytical skills
* Logical
* Team working
* Non judgemental
* Patience
Other requirements
A successful candidate will 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, in line with Government Apprenticeship guidelines