Customer Service Representative

Job Description

About the Role

If you’re passionate about helping people, thrive in fast-paced environments, and love delivering excellent customer service, first direct is the place for you.

We’re looking for friendly, empathetic, and driven individuals to join our award-winning team of customer service professionals. You’ll be the voice of first direct, providing outstanding service to every customer—no scripts, no sales pressure—just genuine, human support.

Whether you’re already experienced in customer service or just have the right mindset and people skills, our comprehensive 6-week training programme will prepare you for success.

What You’ll Be Doing

Handling customer queries with empathy and professionalism via phone

Listening carefully to understand customer needs and providing clear, tailored solutions

Navigating multiple systems and following processes while maintaining excellent service

Delivering a positive experience with every interaction, helping to build long-lasting relationships with our customers

Working Hours

Full-time: 35 hours per week

Shifts may span 4 or 5 days, including evenings and weekends

You’ll always receive at least two consecutive days off

Hybrid working model: Some days in the Hamilton office, some remote from home

What You’ll Need

A strong passion for customer service

Great communication and listening skills

Ability to work with digital tools and follow structured processes

A positive, can-do attitude and willingness to learn

A quiet, distraction-free workspace at home with:

Desk and chair

Fibre broadband connection (minimum speed: 10 Mbps)

What We Offer

Starting salary of £24,000

33 days holiday (including bank holidays)

Free BUPA healthcare cover

Hybrid working with free parking, EV charging, and an onsite Costa at our new Maxim Park office

Free food and drinks onsite

Pension scheme and HSBC share plan

Subsidised on-site nursery

Cycle to Work scheme

Paid volunteer days (2 per year)

Health and wellbeing initiatives, including fast-track GP access and annual health checks

Career development programmes and internal progression opportunities

Application Process

Online Contact Centre Skills Assessment

Telephone interview with a recruiter

Face-to-face interview and an online values-based assessment

Diversity & Inclusion

At first direct (part of the HSBC Group), we’re committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and are proud to be a Disability Confident Leader. If you have a disability, long-term condition, or are neurodivergent, and meet the minimum criteria for the role, we’ll offer you an interview.