CC Voice Inbound Agent

Salary: The annual package will comprise of a competitive salary of £25,000 and potential step pay along with a £2300 annual overnight allowance.

Holiday: 25 days paid holiday (+ bank holidays) + 52.5 additional hours

Job Title: Overnights Customer Service Advisor

Requirements for the role: Provide our customers with exceptional telephone-based customer service to help resolve their queries in a friendly and professional way.Be resilient, able to work in a busy contact centre environment, and hold conversations with customers on the telephone.Have the technical ability to use multiple systems to process a wide range of transactions at pace, whilst maintaining a high degree of accuracy.Be a problem solver with excellent attention to detail.Be happy to support in educating our customers around HSBC products and alternative digital banking platforms

Hours: 35 hours per week.

Shifts: Monday to Sunday, 22:00 - 08:00

Working patterns: Our Contact Centre is open 24/7, 365 days of the year. We have a variety of attractive compressed working patterns on offer.

Example: Rolling 2-week, 35 hours per week - compressed shift

Week 1: Monday: 22.30-07.30 | Tuesday: Off | Wednesday: 22:00-8:00 | Thursday: Off | Friday: Off | Saturday: 22.00-08.00 | Sunday: 22.00-08.00 Week 2: Monday: 22:30-07:30 | Tuesday: Off | Wednesday: 22.00-08.00 | Thursday: 22.00-08.00 | Friday: 22.00-08.00 | Saturday: Off | Sunday: Off

If successful in your application, you will be offered a shift pattern similar to the above, taking into consideration both yours and the business's needs.

Overnight colleagues will be based in one of our 24/7 offices (Maxim Park). Training period will be around 15 weeks where the training will continue from 9 AM - 5 PM, 5 days a week, onsite. Following training, you will be working from home initially with the expectation to come into the office one day a month. Occasionally, we may also need additional ad hoc days in the office. When this happens, we'll plan these in advance and provide sufficient notice.

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.

Training: Although customer service experience and crystal-clear communication is essential, you don't need to have previous contact centre experience, as we can teach you everything you need to know via our comprehensive training programme. Throughout training, advisors are supported in our academy with the support of a Development Officer. This is where you'll be taking your first live customer calls.Our training and academy hours are Monday to Friday 9am-5pm and training and academy support will be 100% face-to-face in the office.If you are successful in your application, the specific training you require and for what duration will be confirmed depending on your prior experience and skills.Where possible we ask that you do not take any holidays during your training period as these will be limited during this period and can be discussed further at interview.You must also be able to commit to the role for a minimum of 12 months.