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Full Time Customer Service Representatives in our Hamilton Contact Centre

What you'll do

At first direct we are here to help our customers live more and worry less. That's why we're available 24/7, 365 days a year. Amazing customer service comes from our people, but they’re not just any people, they are people people. They’re passionate, dedicated, and ready to go above and beyond always keeping our customers at the heart of everything they do, our personality shines through every time we connect with our customers. We love talking about our great digital channels and how easy banking with first direct is so if this sounds like you, we’d love to hear from you.

We believe that our workforce should reflect our customer base therefore we want to build a team that is as diverse as our customers.

first direct is a modern fast paced customer service environment, change is a way of life and you’ll be in the thick of it helping first direct to drive forward its ambition to really challenge the challengers. On a day to day basis you’ll be speaking to our customers to help them navigate in this new world, it’s not for the faint hearted. But if you thrive on the challenge and you’re at your best when you’re busy, we are the place for you! You will speak to upwards of 60 customers per day.

We recognise the value that diversity brings in our business, recruiting the person who is most suited to the job is our aim and warmly welcome applications from people of all backgrounds, beliefs, age, disability, gender, sexual orientations, nationalities and religions (we have a prayer room on site). We want everyone to bring their true selves to first direct!


When you'll work

Because we are always there for our customers, we have a number of different working patterns to fit around you and your life. 

Our operating window is 24 hours 365 days a year. Over the 7 day week, start times within this role can be as early as 06:00 and finish times can be up to 01:00. Don’t worry, you’d never be asked to work from 06:00 to 01:00 as the maximum shift length is 9 hours with at least an 11 hour gap between shifts.

Shifts can vary in nature but usually you’ll be working at least either a Friday night, Saturday or Sunday with the possibility of other late finishes. Once you have applied we will send you specific shift patterns to choose from which we will confirm with you at interview

We offer 4 or 5 day weeks. Please be advised that training would need to undertaken on a full time basis for the first 5 weeks.


What you'll get

We offer an attractive salary of £23,205 and an annual discretionary performance bonus.

  • Opportunity to take up to 2 paid community days each year
  • 25 days holiday + 8 bank holidays with the option to buy a further 5 days
  • Market leading healthcare for you and your family                                                                                                          
  • Development programmes & career progression
  • Fantastic on-site facilities e.g. Nursery (Ofsted rated - Outstanding), Gym, restaurant, Coffee shops and more
  • free on-site parking.

Whatever experience or background you'll enjoy a full induction and training course. Six weeks in total (you'll do four weeks in classroom followed by two weeks in academy where you'll take live customer calls with your coach). Your training will be a continual process for the first 12 months of your first direct career. Designed to get you up to speed with your initial learning, embedding the skills you have developed before taking you to the next step.

As the training is intensive it is important that you are able to attend the whole of the course, so consequently, you will be unable to take any holidays during your training period.
Training is Monday - Friday 08:30 - 16:00.

By clicking Apply Now, you will leave the first direct website and apply via the HSBC job site. You will be directed straight to the first direct job application.