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- Tasks: Help customers with their banking needs in a friendly and supportive manner.
- Company: Join first direct, an award-winning bank known for exceptional customer service.
- Benefits: Enjoy 33 days holiday, free gym access, onsite Starbucks, and hybrid working options.
- Why this job: Be part of a vibrant team dedicated to making a positive impact on customers' lives.
- Qualifications: No prior experience needed; just a passion for helping others and a willingness to learn.
- Other info: Full-time role with flexible hours and opportunities for career progression.
The predicted salary is between 24000 - 33600 £ per year.
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.
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
Contact Detail:
First Direct Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative
✨Tip Number 1
Familiarise yourself with first direct's values and customer service philosophy. Understanding their approach to customer care will help you align your responses during interviews and demonstrate that you're a good fit for their team.
✨Tip Number 2
Practice active listening skills. Since the role requires empathy and understanding of customer needs, being able to showcase these skills in your interactions with recruiters can set you apart from other candidates.
✨Tip Number 3
Prepare for the online Contact Centre Skills Assessment by familiarising yourself with common customer service scenarios. This will help you respond effectively and confidently during the assessment process.
✨Tip Number 4
Be ready to discuss your adaptability and experience with technology. As the role involves working with various systems, showcasing your comfort with tech can reassure recruiters of your capability to thrive in a hybrid work environment.
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand what first direct is looking for in a Customer Service Representative. Pay attention to the skills and qualities they value, such as empathy, communication, and technology proficiency.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job requirements. Use specific examples from your past roles that demonstrate your customer service abilities and how you’ve successfully helped others.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your eagerness to learn. Mention why you want to work at first direct and how you can contribute to their award-winning team.
Prepare for Assessments: Since the application process includes an online skills assessment, practice common customer service scenarios and questions. Familiarise yourself with the types of assessments you might encounter to boost your confidence.
How to prepare for a job interview at First Direct
✨Show Your People Skills
As a Customer Service Representative, your ability to connect with people is crucial. During the interview, share examples of how you've successfully helped customers in the past, demonstrating your empathy and communication skills.
✨Understand the Company Culture
Research first direct and understand their values and mission. Be prepared to discuss how your personal values align with theirs, especially regarding customer service and teamwork, as this will show your genuine interest in the role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of specific situations where you had to handle difficult customers or resolve issues, and explain your thought process and the outcome.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the role, team dynamics, or training programmes. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.
