Customer Service Advisor Review

I take calls from customers to service their Current Accounts, Credit Cards and Loans. I deal with a wide range of customer queries including basic servicing, complaints and applications. I am responsible for ensuring that I follow procedures to help customers get the correct information to be able to made informed decisions for their banking needs. I also partake in departmental projects and help gather evidence for making improvements.

During my apprenticeship I have learnt a wide range of industry knowledge, outside of the regular product knowledge I already knew. The apprenticeship has given me in depth knowledge around products and services that my bank do not offer to help me gain a better understanding of the broader banking industry. This has helped me when having conversations with customers.

I really enjoy learning and find myself sharing new facts or tips I have learnt from the apprenticeship with my team. Each time I move on to a new topic, I enjoy getting a better understanding of the products and services I talk about every day and it encourages me to learn more.

I find the structure of the programme easy to follow and in the main I have found the break down of topics manageable to follow. When studying topics of the text book I found some months had three easier topics, whereas the next month I'd be struggling to fit in four more challenging topics. Overall I am pleased with the structure.

I receive time off the phones to complete my studying and for monthly meetings with my talent coach. My manager is supportive and I can ask for help on understanding challenging topics. During quieter periods, I am granted further off the job time to complete additional studying. My employer has also given me time off to complete the examination.

My talent coach is very responsive by email and I can go to him for help in between monthly meetings if needed. During my monthly meetings I review any questions and concerns I have and I am always given a thorough and clear explanation. If I have any problems with the resources available my talent coach always fixes it.

The wide range of knowledge I have gained has really helped my understanding of the wider financial services industry. This has helped me identify knowledge gaps within my team and given me the resources to investigate this and share my learnings. A part of my expectations at work is to ensure I support others, my apprenticeship allows me to do this by sharing knowledge.

We have social events and many charity events. We also have the opportunity for additional learning, through programmes such as CV writing and interview skills. I have attended courses on setting goals, business writing, insight discovery and there are many more available. We also take part in Corporate Social Responsibility charity days.

Yes

Working for HSBC is different to any company I've worked for before. The opportunities available are inspiring and we are encouraged to get as much out of coming to work as possible. The work ethic here is really positive and HSBC encourage us to be better people through performance framework and the new capabilities framework we use.

If applying to HSBC, you must ensure that you are an enthusiastic person looking to get the most out of your career. HSBC will give you the tools to succeed as long as you put in the effort to find suitable opportunities and make the most out of your day.