Contact Center Agent – Customer Service (UK)

About the role

Join HSBC’s UK contact centre as a Customer Service Agent, handling inbound and outbound calls from our customers. You will provide friendly, professional assistance, resolve issues on first contact, and promote relevant banking products.

Key responsibilities

• Answer and make phone calls to HSBC customers in a polite and confident manner.
• Resolve customer inquiries and issues at first contact whenever possible.
• Deliver promised outcomes in line with customer expectations.
• Identify customer needs and offer suitable value‑added products and services.
• Maintain strong product knowledge to generate loyalty and ensure customers understand offered solutions.
• Own issues, know when to escalate, and follow HSBC’s compliance, operational risk and SOX standards.
• Act as a role model for Group Values (Open, Connected, Dependable) and support a diverse team environment.

Required profile

• University graduate in any discipline.
• Proficient in the language(s) required for the process.
• Willingness to work flexible shift schedules.
• Customer‑centric attitude, team player, open to feedback and development.
• Ability to thrive in a high‑volume, fast‑paced environment.
• Excellent communication skills, patience and empathy.

Required skills

• Proficiency with personal computers.
• Experience using basic office software packages and specialised applications.