HSBC Contact Centre Apprenticeship - Leeds
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Join HSBC as a Customer Service Apprentice in Leeds.
Banking supports everyday decisions - from paying bills to managing unexpected costs. In our Contact Centres, you’ll be one of the first people customers speak to, helping them get things sorted with confidence.
You don’t need banking experience to apply. If you’re curious, enjoy helping people and can communicate clearly, we’ll teach you the rest.
Who you are
Whether you’re starting, restarting or looking to change your career, you could be a great fit if you:
- Enjoy speaking to different people and helping solve problems
- Stay calm and resilient in a busy environment
- Like learning new systems and working accurately at pace
- Are open to shift work (including evenings and weekends)
- Can commit to a minimum of 60% in office, 40% home-working hybrid pattern per week (after a 15-week 100% office-based training period)
What you’ll do
This is a telephony-based role where you’ll:
- Support customers over the phone in a friendly, professional way
- Resolve queries and process a wide range of transactions accurately
- Use multiple systems while keeping quality and customer experience high
- Help customers understand HSBC products and digital banking options
- Build your skills through structured learning and feedback
- Your apprenticeship
Alongside your role, you’ll complete the Level 3 Senior Financial Services Customer Advisor Apprenticeship.
You’ll have:
- Dedicated off-phone study time each week as part of your 35-hour contract
- A portfolio of learning and assignments to complete
- Observations and feedback from a Talent Coach
- The programme is typically completed over 12–18 months (role commitment required for 18 months)
Training: what to expect
We’ll set you up properly before you’re fully live with our customers.
- Training programme: up to 15 weeks in an academy setting, learning how best to support our customers
- Training hours: Monday to Friday, 9am–5pm
- Training location: 100% office-based for the duration of the academy
- You’ll take your first live calls with support from a peer coach
- Where possible, we ask you not to take holidays during training (this can be discussed with you at interview).
Pay, hours and benefits
- Salary: £25,000 (35 hours per week)
- Pay progression: two fixed increments of £750 each in year one (one after six months’ probation, another at the end of year one following a competency assessment)
- Holiday: 25 days paid holiday + bank holidays
- Other benefits: employee discounts, pension and healthcare schemes
- Hybrid working available (with 60% office-time required)
- Further opportunities for study or qualifications
- Shift pattern: Our Contact Centre operates 6am–11pm, Monday to Sunday, so shifts may include evenings and weekends.
Eligibility
To apply, you’ll need:
- 5 GCSEs at grade C/4 or above (or equivalent), including Maths and English
- To have lived in the UK for the last three consecutive years before the start date
- Be legally permitted to work in the UK without HSBC sponsorship for the full apprenticeship duration, and beyond the apprenticeship end date
- Fluency in English
- Available to work full-time from September 2026, committing to an 18-month apprenticeship programme