Join HSBC as a Customer Service Apprentice in Maxim Park (Motherwell).
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 problemsStay calm and resilient in a busy environmentLike learning new systems and working accurately at paceAre 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 wayResolve queries and process a wide range of transactions accuratelyUse multiple systems while keeping quality and customer experience highHelp customers understand HSBC products and digital banking optionsBuild your skills through structured learning and feedbackYour apprenticeship
Alongside your role, you’ll complete the Customer Service in the Financial Services Sector (SCQF level 6) apprenticeship.
You’ll have:
Dedicated off-phone study time each week as part of your 35-hour contractA portfolio of learning and assignments to completeObservations and feedback from a Talent CoachThe 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 customersTraining hours: Monday to Friday, 9am–5pmTraining location: 100% office-based for the duration of the academyYou’ll take your first live calls with support from a peer coachWhere 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 holidaysOther benefits: employee discounts, pension and healthcare schemesHybrid working available (with 60% office-time required)Further opportunities for study or qualificationsShift pattern: Our Contact Centre operates 6am–11pm, Monday to Sunday, so shifts may include evenings and weekends.
Eligibility
To apply, you’ll need:
5 Scottish National 5s at minimum grade D or above (or equivalent), including Maths and EnglishTo have lived in the UK for the last three consecutive years before the start dateBe legally permitted to work in the UK without HSBC sponsorship for the full apprenticeship duration, and beyond the apprenticeship end dateFluency in EnglishAvailable to work full-time from October 2026, committing to an 18-month apprenticeship programme