Customer Services- Customer Complaints Review
at HSBC
Degree Apprenticeship
Commercial Banking
Birmingham
Review Submitted: May 2026
Overall Rating
4.6 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
4.5/5
-
Overview of Role
5/5
-
Skills Development
4.6/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
4/5
I began in Customer Complaints, handling cases and speaking directly with customers to find resolutions to their problems. It is a front-line, customer facing role which has strengthened my confidence and customer service skills. I now work within the Root Cause Analysis team of complaints which I am thoroughly enjoying as it aligns with my managers role and I enjoy building my back office skills.
To what extent do you enjoy your programme?
5/5
I am really enjoying the programme, it's provided me with a plethora of new skills and experience. Gaining front line skills really helped build my confidence and engage with customers, and I'm looking forward to gaining more back office experience too going forward, as this is something I'd love to strengthen more.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Yes, I've developed customer facing, and customer service skills, through exercising tone of voice and handling frustrated customers. Also, I'm new to the RCA team which is building my basic Excel and Powerpoint skills- I'd love to develop these skills more in my next role.
Structure and Support
How well organised/structured is your programme?
5/5
I think the structure of the programme is well balanced to organise our Degree alongside our work within our placements, I'm really enjoying it.
How much support do you receive from your employer?
4/5
I received lots of support from HSBC starting my Degree Apprenticeship. Induction week was a brilliant way to settle into our roles and build new connections. When I begun my role, I was the only team member in my office location, which, initially, more support in my first few weeks would have really helped. This is because after my first few days I didn't have a team member to meet to help me, which, with restricted building access early on made it difficult to find a desk or sit in the appropriate place.
How much support do you receive from your training provider when working towards your qualifications?
5/5
My training provider provided lots of support by allowing me to visit the campus and having a mentor to speak to about my progress I am finding really encouraging, as it's helping me to balance my work.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
4/5
I find my qualification is closely linked with my role as I'm gaining knowledge about the Foundations of banking , which is a useful insight to carry throughout my placement. Alongside specific topics relating to RCA and customer-centricity, which is closely linked to my role.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
Yes, there is lots of ERG's and mentoring schemes, volunteering work and social events held to get everyone involved.
Recommendations & Advice
Would you recommend HSBC to a friend?
Yes
Why?
I am gaining an array of new skills from an early age, and gaining hands-on experience which suits my learning style.
What tips or advice would you give to others applying to HSBC?
I would advise applicants to try their hardest and embrace new challenges, because there is so much to learn and everyone is always happy to support, which I found really special here.
