Senior Financial Services Customer Advisor Apprenticeship - Level 3 - Leeds – Find an apprenticeship

Summary

If you’re looking for a career which will unlock new opportunities, join HSBC and experience the possibilities. As a HSBC employee in the UK, you will have access to tailored professional development opportunities, a competitive pay and benefits package.

Annual wage: £23,205 a year
Minimum wage rates (opens in new tab)
Training course: Customer service specialist (level 3)
Hours: Ability to commit to a minimum of 60% office-time per week (following completion of initial training). Shifts to be confirmed.
35 hours a week
Possible start date: Tuesday 1 April
Duration: 1 year 6 months
Positions available: 10

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

As a Customer Service Representative Apprentice, you will:

Support our existing customers facing financial difficulty.
Support mainly on the telephone.
Think outside the box and be informative about alternative digital services, whilst supporting with banking queries.
Communicate transparently with excellent interpersonal skills to deliver amazing customer service, being confident and friendly when speaking with our customers in this telephony-based role.

Customer service experience is desirable, but not essential for this role.

Where you’ll work

40 Wakefield Road

Stourton

Leeds

LS98 1FD

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

KAPLAN FINANCIAL LIMITED

Your training course

Customer service specialist (level 3)

Equal to A level

Course contents

Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Service Improvement: Make recommendations based on your findings to enable improvement
Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Your training plan

It’s a permanent, entry level role; an apprenticeship opportunity which will see the successful candidates join for a 12-18-months Level 3 Apprenticeship programme, all fully funded by HSBC.
You will be supported throughout your entire journey, with a mixture of classroom learning, independent study and on the job training, designed to build your foundations for a successful career within the HSBC Group.
Qualification attained in this programme is Level 3 Customer service specialist.

Requirements

Essential qualifications

GCSE or equivalent in:

5 subjects including Mathematics and English (grade 4/C or above)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

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

Other requirements

A successful candidate will have been a resident in the UK for the last 3 consecutive years before the start of the apprenticeship and have a continued Right to Work in the UK for the full duration of the programme, in line with Government Apprenticeship guidelines

About this company

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.

https://www.hsbc.com/careers/students-and-graduates (opens in new tab)

After this apprenticeship

All HSBC Apprenticeships are designed with your future career in mind. Through practical training, real-world projects and personalised guidance, our apprentices get the skills and experience necessary for a long, successful and varied career within HSBC Group.

Ask a question

The contact for this apprenticeship is:

KAPLAN FINANCIAL LIMITED

The reference code for this apprenticeship is VAC1000293665.

Apply now

Closes on Monday 17 February

When you apply, you’ll be asked to sign in with a GOV.UK One Login. You can create one at the same time as applying for this apprenticeship.

After signing in, you’ll apply for this apprenticeship on the company's website.

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Senior Financial Services Customer Advisor Apprenticeship - Level 3 - Leeds

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