HSBC Employee Reviews for Customer Service Representative

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1.0
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Ridiculous place to work
Customer Service Representative (Former Employee) –  Birmingham, West Midlands17 February 2019
Hated my experience working for hsbc the management are awful all do nothing there’s a lot of favouritism. When you need time off you do not get it managers go through your phone when you tel them you have a family emergency to see if your lying or not, no progression at all get treated as if your in school as you are always being monitored. Not very cultural at all you might also need to work on your wedding day too lol! horrible place to work would never recommend working here
Pros
Nothing
Cons
Horrible place poor management long hours poor pay
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1.0
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Terrible, DIsguisting place to work
Customer Service Advisor (Former Employee) –  Leeds, West Yorkshire14 February 2019
Absolutely disgusting place to work, the team leaders are pregnant smokers or young teenagers who like to talk inappropriately, have there selective favourites who they exchange numbers to and flirt with, will choose who they like and don't. No fair procedure at all in this work place. beware of such atmosphere. Absolute let down for the brand of HSBC.
Pros
Games room is not too bad
Cons
Rude, Vile, Unfair
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1.0
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Dreadful
Customer Service Representative (CSR) (Former Employee) –  Leeds, West Yorkshire18 January 2019
Dont get sucked into this appalling organisation, unless you want your brains removing.
Pay is VERY low for shift work..
Only 2 days holiday at Christmas if your lucky.
BANK holidays none existent. unless you are well favoured.
Too much favouritism from managers..
Very poor management. Team leaders are ok but anyone higher is full of their own importance.
Never enough staff, have to work after hours to clear queues before you could go home...
Customers having to have long waits on the phone, then take it out on staff.
The 4 star rating is a joke. Anything above 2 stars is written by managers to get their rating up.
Oh yes and UNITE the union here is absolutely useless, it achieves nothing for the employees.
Pros
Warm office in winter.
Cons
Everything Else
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5.0
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fun work place
Customer service (Former Employee) –  Canary Wharf, Greater London17 January 2019
I was a team leader, making sure everyone was okay and to tell members what they needed to do, so things ran smoothly. was advising people and making and taking phonecalls.
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1.0
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Con the customer and get treated with no respect
Customer Service Advisor (Former Employee) –  Norwich, Norfolk11 January 2019
Manager was the most rude person I’ve ever encountered, I complained internally and externally but it was ignored.

Training is so lengthy but completely useless when in branch as it’s just a sales job that can’t be called such because of HSBC’s legacy of fraud

Seeing customers in massive unmanaged queues, short staffed and unappreciated

Make a mistake and it’s made into a massive deal, pay is poor, benefits are good but you cannot afford to have this out of your salary, so perks for higher ups really

Colleagues are generally back stabbing, sales driven monsters, no help from them unless it’s attached to something they want - MONEY

Avoid, it will drain your soul or turn you into the devil
Pros
Sales job, strict targets
Cons
Poor pay, management are a joke, no support
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5.0
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Professional work place and supportive team.
Customer Service Representative (Former Employee) –  England6 December 2018
Opening different types of bank accounts,answering customers questions and fullfilling their needs, meeting the set targets.I learnt multitasking, different type of office tasks.
Excellent and understanding management, professional work place.Working is much fun with people with different back grounds.
Hardest part of the job is when I do not have much to do because busy environment makes time go fast.
Most enjoyable part of the job is making people happy when they come to me with hope that their problem will be sorted or they will get what they need.
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2.0
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Pretend to be afraid, very afraid
Customer Service Agent (Former Employee) –  Hamilton, South Lanarkshire4 December 2018
HSBC Hamilton has a pleasant training system, but appears to have forgotten to train managers, so although it should be a nice place to work, it is not. Apply if you are willing to role play deep insecurity and fear. Prepare to respond to threats as if they mean something. Attend a drama class to prepare yourself for your performance. Do not let on to anyone that you feel at all relaxed.
Pros
hours
Cons
manager
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3.0
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pros and cons to each side of the business
Customer Service Advisor (Former Employee) –  Swansea27 November 2018
personal banking - lots of support,development opportunities not big ones but small steps better than no steps. your daily life can be made a lot easier simply by your manager and team, most of the staff really friendly and mangers are helpful and knowledgable. pretty good with helping with shift swaps or working back hours for any last minute problems that may cause you to miss work or be late etc. most calls pretty straight forward all depends on what shift your on. evening you tend to find more internet banking related calls and querires regarding statements, in the day just be quick and efficient with customers as that's all they want.
business banking- very little support from managers and trainers, you don't actually use any of the systems in training then are thrown onto the floor without even having used any live systems and are expected to take call after call with one support between 12-14 staff. managers are young some great others not. senior staff only concerned with figures and nothing else. so two sides of the business and wouldn't recommend going into business banking.
also the lady who does sickness is like a murder investigator and wants every detail, she also gives ridiculously stupid advice when your ill.
Pros
team commeradary, coffe and drinks, free fruit and lots of shopping stalls events and progression.
Cons
senior management. support
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2.0
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If you are ill they put you on the scrapheap
Customer Service Representative (Former Employee) –  Hamilton contact centre27 October 2018
I worked in Hamilton for 8 years. Several years ago I was off with Anxiety, had no help to get back to work except if I dont come back I'll lose my job. Because of this my Department manager put a stop to progression over the following 3 years.

If you want to know if your off at Christmas you'll find out about 3 weeks before.

If you make a mistake you don't get any coaching just into trouble. Although if your a manager you can have several cases of Bullying brought against you and it's brushed over.

Do their best to screw your bonus.
Pros
It's a job
Cons
Poor training and managers.
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3.0
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good place to start career
Customer Service Advisor (Former Employee) –  Allhallows25 October 2018
good place to start career , started in the call centre and then worked my way to retail branch services.

Good way of learning how to meet and greet clients and deal with them in a professional manner on face to face appointment.
Pros
big brand
Cons
limited promotion
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5.0
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nice environment
Customer Service Agent (Current Employee) –  Coventry, West Midlands23 September 2018
working with Payment Protection Insurance (PPI). My duties are, processing customer claiming PPI, insuring each claim have full filled the quality and the terms and conditions. Identifying people’s identity using different methods and checking through varies sources and software’s
Pros
enjoyed
Cons
none
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1.0
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Hsbc
Customer Service Advisor (Former Employee) –  Middlesex5 September 2018
No proper training provided, in fact, the training days had nothing practical that you would use in your day to day customer service experience. The software was the hardest and most non-user friendly.
Pros
Friendly staff
Cons
Targets to reach every day
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4.0
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Good benefits, poor management
Customer Service Officer (Former Employee) –  Bond Street Station29 August 2018
I was able to complete a banking certification which the company paid for for me and was also able to get promoted in approx. one year's time. The Bank also gives thorough training so you feel confident before starting your role.
The company overall is good place to work in, in terms of benefits and development, however retail staff are treated like school children where every step is questioned and controlled.
Although it is not verbally expressed, management is very sales/numbers driven.
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4.0
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Very social and fast paced
Customer Service Representative (Former Employee) –  Edinburgh, City of Edinburgh28 July 2018
A typical day would be fast paced, constantly working with little break. Workplace culture and management is very relaxed, just reviewing your work once a week.

The job was brilliant for meeting new people as people come and go all the time.
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1.0
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Family run business
Customer Service Assistant (Former Employee) –  Leicester11 July 2018
Very frustrating time. Extremely difficult to progress as only family members and close friends seemed to be getting promotions, even without hitting sales targets. Promises were broken, some staff unfriendly. Constantly pressured for overtime, even though holiday is constantly rejected. Horrible experience.
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Avoid unless desperate for work
Customer Service Advisor (Former Employee) –  Leicester, Leicestershire3 July 2018
I worked here for quite a while and found that the only way to progress was to brown nose, which I couldn't ever do. Most managers think they are something special when in reality they are managers of a very small team in a call centre.

The work itself is very easy but repetitive. You are expected to take call after call after call. It's truly awful.

The place is a modern day factory and I would never in a million years ever want to work here again.

I have heard that they are desperate for staff as most people join and leave very quickly as it's such a poor place to work.

Also, the place is filthy!
Pros
None unfortunately
Cons
Too many to list
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2.0
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sales driven
Customer Service Advisor (Former Employee) –  Manchester2 July 2018
whilst working at HSBC i enjoyed the challenge of helping customers but felt that the role very quickly developed into a sales driven role and felt that was their main focus
Pros
discounted financial products
Cons
too sales driven
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5.0
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productive and fun work place
PPI costumer service (Former Employee) –  Coventry9 June 2018
Fantastic positive people, many events during work time, charity actions, going out together, helping each other, asking or giving advice. Wish box where we can write what we thing may be better for us during work time.
Pros
free food
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4.0
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N/a
Customer Service (Current Employee) –  Leicester3 June 2018
A typical day at work is usually busy seeing customers back to back dealing with long and short queries.

I have learned a lot working in this role especially around customer service and dealing with customer complaints and how to overcome them.
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4.0
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Helpful
Customer Service Advisor (Current Employee) –  Swansea31 May 2018
Helpful staff, gain customer service skills, improve communication skills, great pay and pension scheme, opportunities to progress and also make friends
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4.0
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