Customer Service Apprenticeship - Leeds (Level 3)
HSBC BANK PLC
40 Wakefield Road, Leeds (LS98 1FD)
Closes in 14 days (Friday 15 May 2026)
Posted on 17 April 2026
Contents
Summary
Start your Financial Services career with a customer-facing apprenticeship.
- Wage
-
£25,000 a year
Check minimum wage rates (opens in new tab)
- 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)
- Training course
- Customer service specialist (level 3)
- Hours
-
Ability to commit to a minimum of 60% office-time per week (following completion of initial training).
Shifts to be confirmed.
35 hours a week
- Start date
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Monday 14 September 2026
- Duration
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1 year 6 months
- Positions available
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13
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
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
Where you'll work
40 Wakefield Road, Leeds
LS98 1FD
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
KAPLAN FINANCIAL LIMITED
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
Alongside your role, you’ll complete the Level 3 Senior Financial Services Customer Advisor Apprenticeship.
What to expect:
- Dedicated off-phone study time each week
- A portfolio of learning and assignments to complete
- Observations and feedback from a Talent Coach
- A programme typically completed over 12–18 months (role commitment required for 18 months)
- 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
More training information
Where possible, we ask you not to take holidays during training (this can be discussed with you at interview).
Requirements
Essential qualifications
GCSE in:
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Number skills
- Analytical skills
- Logical
- Team working
- Non judgemental
- Patience
Other requirements
- To have lived in the UK for the last 3 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
About this employer
HSBC is one of the largest banking and financial services organisations in the world, serving over 40 million customers globally. We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and helping people fulfil their hopes and ambitions. To help achieve this, we want to recruit talented individuals from all walks of life who share our vision. As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC UK is committed to being an inclusive employer and encourages applications from all suitably qualified applicants. At HSBC Group we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC, you have a need for some flexibility in your working arrangements, please discuss this with the recruitment team in the early stages of the application process. As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC Group is committed to being an inclusive employer and encourages applications from all suitably qualified applicants.
https://www.hsbc.com/careers/students-and-graduates (opens in new tab)
Company benefits
- Employee discounts, pension and healthcare schemes
- Hybrid working available (with office-time expectations)
- Further opportunities for study or qualifications
After this apprenticeship
This apprenticeship is designed as a paid entry point into a career in finance, with no prior experience needed — you’ll learn on the job through structured training, real work and ongoing support. On completion, you’ll be well placed to explore a range of next steps, including applying for internal roles or further development opportunities within HSBC.
Ask a question
The contact for this apprenticeship is:
KAPLAN FINANCIAL LIMITED
The reference code for this apprenticeship is VAC2000026761.
Apply now
Closes in 14 days (Friday 15 May 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.