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HSBC’s UK branch network and contact centres are part of our Retail Banking and Wealth Management business. They are two of the main routes through which we provide our personal customers with banking services and financial products, from current accounts, credit cards, personal loans and mortgages to savings, investments, insurance and wealth management. 

Read more on working in Retail Banking and Wealth Management.

Contact centre roles

HSBC’s UK contact centres are based in Swansea, Leicester, Leeds, Hamilton and Edinburgh and employ more than 6,000 employees and answer 24 million calls a year. Staff serve our personal and commercial customers over the phone and identify ways in which we can meet their needs.

We look for people who can provide high-quality service that makes customers feel valued and who have the knowledge and expertise to fulfil their requirements.

Key roles in our contact centres include:

  • Advance Customer Service Associates resolve queries from our HSBC Advance current account customers, working to understand their needs and identify ways in which we can help them

  • Commercial Service Associates perform the same role for our commercial customers

  • Outbound Customer Service Associates contact a variety of existing HSBC customers to discuss their current and future financial needs and provide products and services to meet those requirements

  • Premier Associates are responsible for handling queries from our high-value Premier customers, investigating issues and providing a service that exceeds their expectations. HSBC Premier is a bespoke, personalised banking service that offers 24/7 support to customers

  • Mortgage Associates provide high-quality mortgage advice to new and existing customers, ensuring their needs are met and strengthening client relationships. To comply with Financial Conduct Authority rules, HSBC operates a robust Professional Standards Scheme to monitor each adviser

  • Our contact centres provide a good entry point into the financial services industry and offer tailored development programmes to support career progression. We are committed to helping our local communities through volunteering days and events sponsorship.

Branch-based roles

We have a range of opportunities available in our network of more than 1,000 branches across the UK and in Jersey. All roles are customer-facing, and can offer a number of opportunities to undertake relevant qualifications while on the job.

Key roles in our branch network include:

  • Meet and Greet Officers are often the first point of contact for customers. They answer simple queries, show customers how to use self-service equipment and direct them to a suitable colleague if they have a more complex enquiry or require privacy

  • Cashiers meet the day-to-day cash and transactional needs of customers. They interact with most people who enter a branch, playing a vital role in maintaining a high level of service

  • Customer Service Officers work on the branch floor, carrying out individual reviews and financial health checks to understand the needs of customers so that they can provide them with appropriate financial products and services. They help customers to open accounts and provide lending services and mortgage quotes

  • Retail Branch Managers have overall responsibility for the day-to-day running of a branch. Their main priorities are delivering high-quality service and ensuring we meet the needs of individual customers, coaching and developing their team and ensuring compliance with legal requirements

  • Service and Sales Managers support the Branch Manager. They motivate and coach the branch team to deliver high-quality customer service, manage activities on the branch floor and ensure operational efficiency and cost control

Continue exploring

Photo of Laura Arnold

Cashier - North Yorkshire (UK)

Recently our branch hosted a quiz for the local cave and mountain rescue team

Photo of Vicky Sotherton

Reporting Manager, Retail Banking and Wealth Management - London (UK)

Despite HSBC being such a large bank, you will find you make connections in almost every business and office

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