first direct - Customer Service Representative

Love helping others? Got people skills coming out of your ears? At your best in a busy, buzzing environment? You might fancy working at first direct. Here’s why. 

Firstly, you’ll be joining an award-winning bunch of “people people,” dedicated to giving customers the best possible banking experience. If you’re a customer service expert, perfect. If not, no worries, if you can demonstrate the skills and passion for customer service, you’re dedicated to learning and thrive on a challenge then our Gold-standard training programme and support will get you where you need to be. 

Secondly, our starting salary is £24,000. On top comes a generous helping of perks – such as 33 days holiday per year (including national bank holidays) and free BUPA healthcare. We are also moving to our shiny new office at Maxim Park, Eurocentral where you’ll benefit from free parking and EV charging and an onsite Costa.

And that’s not all. Because we believe your job should fit around your life – and not the other way round – we also offer a choice of hybrid working patterns.

Sound good? Keep scrolling.

What’s the job? 

In a nutshell, you’ll be helping our customers with whatever they need – giving them the confident, friendly, human support first direct is so well known for. 

You’ll need to be able to really listen to the customer’s requirements with empathy, understand their needs and provide them with best support by clearly communicating the right information and solutions to help them, ensuring they leave the call knowing they have received a top-notch service. You’ll also be comfortable following set processes and confident working with technology.

Full time roles are 35 hours per week, and because we’re here for our customers 24/7, working patterns can vary. You might be working over 4 or 5 days, with some evening and/or weekend hours, but you’ll always get at least 2 days off together for some down time.  

Your progression’s as important to us as we hope it is to you. You’ll meet other new starters and be fully equipped to join your team through a six week fully onsite training programme and, it doesn’t stop there, we have multiple support functions to help you continue to grow in your career.

Speaking of benefits… 

• Stay fit as a fiddle with regular health and wellbeing events, annual checkups and fast-track GP appointments for you and your family 
• Shop, snack or grab a cuppa at our onsite traders and markets 
• Give back with up to 2 paid community days every year  
• Move on up with development programmes and career progression opportunities 
• Bring your child to work day (everyday!) by taking advantage of our subsidised onsite nursery

Applications are open to UK Residents over the age of 18 currently with a valid right to work in the UK, we are unable to offer sponsorship for this role. This is a full-time position that requires you to work 35 hours per week. Please note if you are on a student visa that does not allow you to work 35 hours per week, unfortunately, we will not be able to progress your application. 

Our application process consists of:

1. Online Contact Centre Skills Assessment
2. A telephone-based Recruiter Interview
3. Final face-to-face interview with the business and an online Values Based Assessment

We operate a hybrid working environment, which means you will work at our office in Hamilton some of your time and then remotely from home. Please note, our contact centre team will be moving to Maxim Park ML1 4WQ in early 2025, so please do consider if this will be commutable for you. To be able to work from home, you will need to ensure you have a suitable office set up which includes a desk and a chair in a location which is free from the interruptions of day-to-day life. We will provide you with the technology required to do your role, but you’ll need to have a home Fibre Broadband connection with a minimum speed of 10MPS.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.

If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 207 832 8500