TIER 2 CUSTOMER SERVICE ADVISOR Review

by HSBC

Rating

7.1/10

1. Please give an overview of your role and what this involves on a day-to-day basis:

My role involves answering inbound calls and handling customers queries and issues in relation to their credit card. This can range from payments, complaints and fraud calls.

6/10

2. Have you learnt any new skills or developed existing skills?

I would say that I have developed skills further in communicating with internal and external stakeholders, as well as further enhancing my understanding of rules and regulations that the banking industry must follow.

6/10

3. To what extent do you enjoy your programme?

I would say that I do not particularly enjoy the programme. I enjoyed learning more in depth of the regulations as this has helped me in my role and continuing to develop my core skills.

6/10

4. How well organised/structured is your programme?

The programme is not organised between the training provider and the company I work for. There is mixed communication in regards to certain aspects of the programme from my talent coach and the liaison with the bank. When starting there was very little understanding.

4/10

5. How much support do you receive from your employer?

My employer improved massively during the time I was here and I always get the time and any extra in order to complete work for the exam and the coursework.

9/10

6. How much support do you receive from your training provider when working towards your qualifications?

As time developed there was again great improvement from the talent coach. In preparation for the exam they ere very helpful and provided as much material as possible.

10/10

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

It provides me with better understanding o rules and regulations that relate to m role and has enabled me to improve my explanations to customers and peers in this regard.

8/10

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

There are volunteering opportunities that work provide as well as an engagement committee that provide extra activities during the year.

8/10

9a. Would you recommend HSBC to a friend?

Yes

9b. Why?

HSBC are very understanding in personal circumstances and have regular coaching and feedback opportunities, enabling staff to always develop and learn. They reward hard work and behaviour better than any other company and show a fair approach in this.

10. What tips or advice would you give to others applying to HSBC?

Ensure that you show the correct attitude and can accept positive and constructive feedback. Show you are willing to learn and act on that feedback and the opportunities will come in regards to promotion and other career opportunities.