THIS JOB ROLE IS DESIGNED FOR A RECENT SCHOOL OR COLLEGE LEAVER LOOKING FOR THEIR FIRST FULL TIME ROLE.
Job Purpose
We are looking for amazing people to join our team to deliver exceptional customer service to our growing customer base. Alongside this amazing opportunity, you will complete a SCQF level 6 certificate in Customer Service in Financial Services.
Do you have crystal clear communication and amazing people skills? Great! Our Gold standard training programme and on-the-job support will give you everything you need to succeed. It’s not for the faint-hearted, but if you thrive on the challenge and you’re at your best when you’re busy, you’ll fit right in!
What does this mean for you?
* Perm position inclusive of 12-month Apprenticeship Programme.
* 60% on-site role following training completion (which will be 15 weeks long and will require 100% office attendance during this).
* Shift-patterns including some evenings and weekends (08:00 – 20:00).
What will I learn?
* 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.
* Think outside the box and be informative about alternative digital services, whilst supporting with banking queries.
* Be self-motivated with high levels of accuracy and attention to detail.
* Be professional and switched on for our customers and your own progression.
* Be allocated 3 hours per week for self-led study time using a weekly academic calendar. This will include live workshops, online content, and facilitated training on skills and behaviours.
* 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.
* 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.
* Be a problem solver with excellent attention to detail.
* Have the ability to use multiple systems to process a wide range of transactions at pace, whilst maintaining a high degree of accuracy.
* Be happy to support in educating our customers around HSBC products and alternative digital banking platforms.
What qualifications or qualities are required?
* 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 (following completion of initial training).
Job Types: Full-time, Apprenticeship
Pay: From £24,000.00 per year
Schedule:
* Monday to Friday
Work Location: In person
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