We are Marks & Spencer’s financial partner, aiming to bring the trusted M&S values to banking by Giving Money More Sparkle. M&S Bank offers a variety of financial services, from credit cards to savings products, loans to insurance, and we provide the widest selection of travel money currencies available on the high street at our M&S Bureau de Change. We value difference and understand that we succeed together when you can bring your whole self to work – you feel better and work better, which is beneficial for everyone We are responsible for creating an inclusive culture for everyone – our colleagues, our customers, and our communities. Engaged employees are proven to deliver a better customer experience and positively impact business performance. Shifts Our contact centre operates 8am-8pm, 7 days a week, requiring some weekends and evenings. We’ll discuss the shift patterns during the recruitment process. What’s in it for you? Hybrid working: 60% in the office (Chester based) and 40% at home. Competitive salary and opportunity to earn an annual bonus. 25 days holiday per year. Recognition with Spotlight awards and access to events at the M&S Bank Arena in Liverpool. 20% discount when shopping in M&S. On-site Starbucks, Gym and M&S shop. Flexible benefits: Pension Discounts at popular retail brands Support for health, mental, and financial wellbeing One day per year for community volunteering or fundraising. Opportunity to join our apprenticeship scheme. Salary offered: £23,205 What you’ll be doing Our mission is to make things easy for customers and delight them. Duties include: Providing the highest levels of customer support. Building rapport through listening, asking questions, and providing relevant solutions. Handling complaints, taking ownership, and resolving them. Maintaining and updating customer account details. Acting as a digital advocate, assisting customers with our digital platforms. Suggesting improvements to enhance customer experience. What we’re looking for We seek enthusiastic, customer-focused, resilient individuals. Training provided, no prior contact centre experience needed. Desired skills include: Customer-focused with a passion for great customer experiences. Active listening and empathetic responses. Problem-solving enthusiasm. Resilience in handling difficult calls. Excellent communication skills. Ability to multitask and stay organized. Passion for learning. Good digital skills. Patience. We are dedicated to creating diverse and inclusive workplaces. If you require accommodations during the recruitment process, please contact our Recruitment Helpdesk: Email: hsbc.recruitmenthsbc.com Telephone: 44 207 832 8500