JOB NEWS: HSBC is hiring a Customer Service Consultant in Sunderland city centre
HSBC Global Services Limited is recruiting a Customer Service Consultant to join its branch team at The Bridges, Sunderland. This is a full-time, customer-facing role focused on delivering an outstanding banking experience while supporting customers with both everyday and more complex financial needs.
The role is ideal for people who enjoy working with the public, can hold confident and empathetic conversations, and are passionate about delivering excellent customer service. Previous customer service experience is helpful but not essential, as full training is provided.
Job Details
Employer: HSBC Global Services Limited
Location: Sunderland SR1 3LE (The Bridges)
Salary: From £26,000 per year
Hours: Full-time, 35 hours per week
Contract Type: Permanent
About the Role
Customer Service Consultants are the first point of contact for HSBC customers, providing support in-branch and helping customers understand and use HSBC’s digital banking services. The role also involves raising awareness of fraud, identifying vulnerable customers, and ensuring everyone feels supported and included in their banking choices.
HSBC places strong emphasis on coaching, development, and long-term career progression, with access to learning platforms and structured training.
Main Responsibilities
Provide a high standard of customer service and take ownership of customer enquiries through to resolution
Support customers with everyday and more complex banking needs
Educate customers on HSBC digital services and fraud awareness
Identify customers who may be in vulnerable situations and offer appropriate support
Deliver a personalised, friendly, and efficient customer experience
Requirements
Excellent communication and interpersonal skills
Ability to build rapport and show empathy with customers
Confidence in handling customer enquiries and resolving issues
Resilience in a fast-changing environment
A positive attitude and willingness to learn
Previous customer service experience is desirable but not essential.
Working Hours and Training
The role is 35 hours per week, worked between Monday to Friday 9:00am–5:00pm and Saturday 9:00am–1:30pm (not all branches open on Saturdays). You may occasionally be asked to support nearby branches, with expenses reimbursed.
Full in-branch training is provided, including a 9-day training programme delivered over three weeks. Annual leave cannot be taken during the training period.
Benefits
Starting salary of £26,000 per year with an annual discretionary performance bonus
Over six weeks’ holiday including bank and public holidays, with the option to buy more
Company pension with market-leading employer contributions
Private medical insurance with BUPA
Life assurance at four times annual salary
Employee discounts and Perks at Work scheme
Access to a flexible benefits platform and Sharesave schemes
Commitment to diversity, inclusion, and disability confidence
To apply, please see the official job vacancy page here.
