Josh Marron

I first applied for a customer service role at HSBC because I saw a banner on the entrance to the office stating, ‘HSBC don’t offer jobs, they offer careers.’ This was important to me, as up until then I had a few different jobs in customer service, but I was looking for a new challenge and I knew I would get this working at HSBC.

My first role here was on the phones. It was a sensory overload when I first walked into the contact centre as there was so much going on and voices everywhere. There were people moving around, laughing, talking, getting the lifts, grabbing a coffee, it was the place I wanted to work.

Starting on the phones allows you to really understand what it’s like to be customer-facing and truly understand the customer’s point of view and their pain points. Since I’ve progressed into other roles, I still remember this and use my knowledge to ensure I help the contact centre agents and our customers.

There are lots of opportunities available here for progression. I was keen to move role, so I actively networked and spoke to other business areas. There is an endless support network, at no point have I ever felt uncomfortable speaking to people regardless of their role or grade. Everyone is happy to help.

My current role means I work at home as well as in the office. Because my team is small this means I could be in a couple of times a week, especially if there are activities or events happening in the office. The office has a very modern vibe, it doesn’t feel too corporate, which I think is good. You can build genuine friendships and there is always a buzz about the place. It’s very laidback and friendly. HSBC has made me feel valued and I look forward to other opportunities I have within the bank.