Customer Service Apprenticeship - Leeds (Level 3)

This is a telephony-based role where you’ll:

Support customers over the phone in a friendly, professional way Resolve queries and process a wide range of transactions accurately Use multiple systems while keeping quality and customer experience high Help customers understand HSBC products and digital banking options Build your skills through structured learning and feedback

Training:

Alongside your role, you’ll complete the Level 3 Senior Financial Services Customer Advisor Apprenticeship. 

What to expect:

Dedicated off-phone study time each week A portfolio of learning and assignments to complete Observations and feedback from a Talent Coach A programme typically completed over 12–18 months (role commitment required for 18 months) We’ll set you up properly before you’re fully live with our customers. Training programme: up to 15 weeks in an academy setting, learning how best to support our customers Training hours: Monday to Friday, 9am–5pm Training location: 100% office-based for the duration of the academy You’ll take your first live calls with support from a peer coach

Training Outcome:

This apprenticeship is designed as a paid entry point into a career in finance, with no prior experience needed — you’ll learn on the job through structured training, real work and ongoing support. On completion, you’ll be well placed to explore a range of next steps, including applying for internal roles or further development opportunities within HSBC.

Employer Description:
HSBC is one of the largest banking and financial services organisations in the world, serving over 40 million customers globally. We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and helping people fulfil their hopes and ambitions. To help achieve this, we want to recruit talented individuals from all walks of life who share our vision. 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. At HSBC Group 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, and 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 Group is committed to being an inclusive employer and encourages applications from all suitably qualified applicants.

Working Hours :
Ability to commit to a minimum of 60% office-time per week (following completion of initial training). Shifts to be confirmed.

Skills:
Communication skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Number skills,Analytical skills,Logical,Team working,Non judgemental,Patience