Customer Experience Representative

North Lanarkshire
12 Sep 2017
21 Sep 2017
Contract Type
Full Time

Isle of Man - Local Terms Apply

The Customer Experience Representative role is situated within the branch network and is at the frontline of HSBC. You'll be the main point of contact and focus for a lot of our customers. You'll set the highest standards of customer service with your efficiency, accuracy, timeliness and professionalism, which will be matched perfectly with your approachable and friendly personality. Treating customers fairly will be at the heart of everything you do. To apply for this role, you need to: genuinely want constant contact with customers and have had previous customer service experience, be able to communicate professionally in English and be willing to work flexibly as the role is likely to involve shifts.

On a day-to-day basis, you will assist in the delivery of the branch retail plan by:
  • Meeting customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response
  • Identifying and addressing customer needs by actively promoting relevant bank solutions, referring on as appropriate
  • Monitoring the service status of the branch's Self Service equipment
  • Identifying common fraud/errors/irregular transactions, taking appropriate actions to resolve or refer
  • Proactively encouraging new and existing customers to register for, and use, alternative
  • delivery channels (e.g. Personal Internet Banking/Self Service Equipment)
  • Maintaining a thorough knowledge and understanding of activities on the sales floor


You will need to:
  • Build and maintain good relationships with staff through a genuine desire to understand their needs and support them
  • Go out of your way to make customers and staff with different values or background feel welcome and respected
  • Use empathy and adapt your behaviour and style of communication to suit your audience
  • Uphold high standards of quality and quantity ensuring accuracy of work as well as speed of delivery
  • Engage in conversation with customers, building rapport and asking questions in order to build a better understanding of their needs
  • Adhere to regulations, legal obligations and data protection rules
  • Ability to follow instructions and seek advice or look up information if required
  • Cope with setbacks when targets aren't met and remain tenacious in the pursuit of excellence in difficult times
  • Take on board new ideas and adapt them further to make them your own
  • Be calm and objective under pressure
  • Have well developed interpersonal skills and the ability to empathise with others
  • Learn new approaches and knowledge quickly and actively look for responsibility

At HSBC we look to enable our employees to better balance work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, working from home and staggered hours. The availability of these options can be discussed with the recruitment team as part of the application process.