Offers “HSBC”

Expires soon HSBC

M&S Bank - Customer Contact Centre Advisor

  • UNITED KINGDOM

Job description



M&S Bank Customer Contact Centre Advisor – Salary £17,536

M&S Bank is like no other; it's entirely designed around you, our valued customers and it is built on the values of Inspiration, Innovation, Being In-touch and, above all, Integrity. We don't want to just delight you as a customer though…Let us also delight you as an employer; one you can trust, in a role that is varied and, whilst challenging, thoroughly rewarding.

Our Contact Centre is at the heart of our business, providing that critical first point of contact for our customers. We are responsible for a wide variety of customer services from setting up a new current account to dealing with lost and stolen credit cards, whilst considering customer needs and delivering the highest levels of customer satisfaction.

At M&S Bank, we invest in our people; we provide a comprehensive training programme which will be delivered over a six week period. Our rewards package offers an individually tailored benefit scheme which allows you to personally select benefits. These include a market leading pension scheme, five weeks holiday (excluding Bank and public holidays) and the option to buy five extra days. Plus not forgetting, 20% M&S discount and various recognition schemes that reward your contribution in different ways.

Your responsibilities will include:

· Providing exceptional service through phone interactions with customers, focussing on resolving queries with an efficient, accurate, professional and courteous manner to create brand loyalty , exceeding customer expectation and enhancing customer experience
· Maintaining and updating relevant customer account details using appropriate systems for M&S Bank products
· Understanding and operating within regulatory requirements e.g. Data Protection, Money Laundering, Financial Conduct Authority (FCA) etc.
· Translating credit policies to customers ensuring transparency and understanding

Desired profile



Qualifications :

The ideal candidate for this role will have:

·  Experience in effectively managing customer relationships with a key focus on quality conversations & understanding a customer's needs
·  Good overall IT skills, with the ability to learn new systems and processes
·  Great communication skills, both verbal and written
·  Knowledge of Banking products and services and experience of working in a regulated and/or Financial Services environment is desirable, but not essential

To provide a flexible and convenient service to our customers, our department between 8am – 10pm, Monday to Sunday. You will be issued with a shift pattern, working 35 hours per week within these hours. This will include working a minimum of one late per week (maximum of two late shifts per week), every other Saturday and one in four Sundays.

In addition to a competitive salary this role , when you join our team, from day one you'll have access to a competitive benefits package, including:

A discretionary annual bonus, Bupa healthcare for you and your family, a market-leading employer pension contribution, life assurance, 25 days' holiday, plus 8 public and bank holidays – with the option to purchase up to an additional 5 days, my Choice – our flexible benefits scheme.

Some of our most successful senior employees started their careers in our contact centre.

Does this sound like you? If so, apply today to join HSBC/M&S Bank, a truly global organisation and start your journey.

The base location for this role is Chester Business Park.

At HSBC we look to enable our employees to better balance their 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. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC UK is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.

We want everyone to be able to fulfil their potential which is why we provide a range of flexible working arrangements and family friendly policies.

Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com

Telephone: +44 2078328500

Make every future a success.
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