Job description

Full time

Salary starting at £22,750.

Hybrid Working

Shifts - Our contact centre is open 8am-8pm 7 days a week so your working pattern will include working some weekends and evenings, but we’ll chat through the shift patterns during the recruitment process.

Who we are.

We are Marks & Spencer’s financial partner, and our aim is to bring the trusted M&S values to banking by Giving Money More Sparkle. At M&S Bank, we offer a range of financial services, from credit cards to savings products, loans to insurance; and we have 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, and that’s good for everyone! We take responsibility for creating an inclusive culture for everyone – our colleagues, our customers, and our communities. Together, we get it done! 

What’s in it for you.

•    Hybrid working with 60% of your time in the office (Chester Based) and 40% at home.
•    Competitive salary and the chance to earn an annual bonus.
•    25 days holiday per year.
•    Recognition all year round 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 that you choose to suit your lifestyle including:

    • Pension
    • Discounts at many popular retail brands
    • Access to support to help you manage your health, mental and financial wellbeing.

•    We’ll give you one day per year to do your bit for the community by volunteering or raising money.
•    Choose to study as you work by signing up for our apprenticeship scheme.

What you’ll be doing

Our mission is to make things easy for customers and delight them when we can – that’s where you come in! You’ll be there to answer the phone and help or support our customers with whatever they need at that time. So, you’ll be doing things like:

•    Providing the highest levels of customer support
•    Building rapport through listening, asking questions, and then providing relevant solutions to customers 
•    Sometimes you’ll have to handle complaints, taking ownership and resolving them.
•    Maintaining and updating customer account details
•    Acting as a digital advocate, helping our customers understand and use our digital platforms to service their accounts.
•    Being the voice of the customer by suggesting improvements we can make to improve customer experience.


What we’re looking for

We’re looking for enthusiastic, customer-focussed, resilient people to join our Contact Centre team. We’ll provide training, so it doesn’t matter if you’ve never worked in a contact centre before. Whatever your experience and background, we’d love for you to join us! 

Here are the sorts of skills we are looking for:

•    Customer focussed and love giving great customer experience.
•    Active listening and responding with empathy.
•    Passionate about helping others and solving problems.
•    Resilience to handle difficult calls or when working alone.
•    Excellent communicator (verbal and written).
•    Comfortable multitasking, staying organised and motivating yourself.
•    Passion for learning.
•    Good digital skills.
•    Patience.

You’ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count.  We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. 

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

 HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please contact our Recruitment Helpdesk:
Telephone: +44 2078328500
Within the workplace you will have access to various employee resource groups which aim to promote and achieve a healthy work / life balance and support our diversity ambitions. HSBC has processes in place to avoid nepotism. This means we will avoid circumstances in which the appearance or possibility of conflicts of interest may exist within the hiring process.