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- Tasks: Help customers with their banking needs, providing friendly and effective support.
- Company: Join first direct, an award-winning bank known for exceptional customer service.
- Benefits: Enjoy 33 days holiday, free parking, gym access, and hybrid working options.
- Why this job: Be part of a supportive team with great training and career progression opportunities.
- Qualifications: No prior experience needed; just a passion for helping others and a willingness to learn.
- Other info: Full-time role with flexible hours; must be UK resident over 18.
The predicted salary is between 19200 - 33600 £ per year.
Join to apply for the first direct – Customer Service Representative role at first direct
Join to apply for the first direct – Customer Service Representative role at first direct
Brand: first direct
Area of Interest: Call Centre
Location:
Leeds, GB, LS98 1FD
Work style: Hybrid Worker
Date: 13 Jun 2025
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), free parking and EV charging, a fully-fitted gym (complete with personal trainers), an onsite Starbucks and free BUPA healthcare.
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, OFSTED Outstanding rated 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
- Online Contact Centre Skills Assessment
- A telephone-based Recruiter Interview
- 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 Leeds some of your time and then remotely from home. 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
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first direct - Customer Service Representative employer: First Direct
Contact Detail:
First Direct Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land first direct - Customer Service Representative
✨Tip Number 1
Familiarise yourself with first direct's values and customer service philosophy. Understanding their commitment to providing a friendly and human banking experience will help you align your responses during interviews and assessments.
✨Tip Number 2
Practice active listening skills. Since the role involves understanding customer needs, being able to demonstrate your ability to listen and respond empathetically will set you apart from other candidates.
✨Tip Number 3
Prepare for the online skills assessment by familiarising yourself with common customer service scenarios. Think about how you would handle various situations and be ready to showcase your problem-solving abilities.
✨Tip Number 4
Show enthusiasm for the hybrid working model. Be ready to discuss how you can effectively manage your time and maintain productivity while working both in the office and remotely.
We think you need these skills to ace first direct - Customer Service Representative
Some tips for your application 🫡
Understand the Role: Read the job description carefully to grasp what first direct is looking for in a Customer Service Representative. Highlight key skills such as empathy, communication, and problem-solving in your application.
Tailor Your CV: Customise your CV to reflect relevant experience and skills that align with the role. Use specific examples from previous jobs or experiences that demonstrate your customer service abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to thrive in a busy environment. Mention why you want to work at first direct and how you can contribute to their team.
Prepare for Assessments: Familiarise yourself with the online contact centre skills assessment and prepare for the telephone interview. Practice common customer service scenarios and think about how you would handle various situations.
How to prepare for a job interview at First Direct
✨Show Your People Skills
As a Customer Service Representative, your ability to connect with customers is crucial. Be prepared to share examples of how you've successfully helped others in the past, demonstrating your empathy and communication skills.
✨Understand the Company Culture
First direct prides itself on being a friendly and supportive environment. Research their values and be ready to discuss how you align with their commitment to providing top-notch customer service.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during the interview. Think about how you would handle various customer situations, showcasing your problem-solving abilities and adherence to processes.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask questions that show your interest in the role and the company. Inquire about training programmes or career progression opportunities to demonstrate your eagerness to grow within the organisation.
