Most people hate going to work, especially on Mondays. But what if the office was a colourful world unto itself, teaming with a support system that feeds you gourmet food, gets your laundry done, or even buys for the employee that niche gift for a birthday or anniversary that the person forgot or did not find time to purchase.
This is the social environment at the HSBC UK Contact Centre (HBEU), where there are too many cool spots for one to see beyond the keyboard and the headphone. The innovative workplace environment in Swatar provides an optimum work-life balance to more than 400 employees who handle some 8,800 calls per day from the UK. They, rather than trudging to work on a daily basis, actually look forward to spending their day at the office thanks to the perks on offer.
A dedicated concierge runs daily employee errands so they can concentrate on work
Here, instead of employees taking time off to handle their personal errands, a dedicated concierge service lets them take their minds off the daily personal requirements that would otherwise require absence from work or run-arounds after hours. A variety of employee support programmes further highlight the emphasis this Contact Centre places on employee wellbeing such as childcare subsidies, free weekly fruit baskets, on-site medical health checks, subsidised breast screening to women and medical checks to men.
Employees unwind in the canteen designed as a cosy living area with billiard tables
The in-house gym – one of the few in Malta – provides staff the opportunity to keep fit through daily exercise under the guidance of a gym instructor. Employees practising different sports are able to use the air-conditioned gym to further supplement their personal daily training schedules during their lunch breaks, or before or after their offices hours.
Other benefits include special advantages such as discounted rates on home loans, life insurance and private health care, a shift swapping facility for more flexible work hours, and other kinds of benefits to help employees achieve an ideal work-life balance.
But it is the Contact Centre’s career advancement programme that has given it the reputation of a progressive and world-class organisation busily shaping the future of its employees in a considered, responsive and empowering manner that celebrates human potential.
New recruits join a 12-week programme offering a combination of classroom training and academy training with ample hands-on experience and expert attention. Training covers both technical skills as well as soft skills. Skills acquired through the Centre’s training programmes open up all kinds of opportunities in banking, such as working in other countries.
The positive and highly sociable vibe is carried forward by employees into the community in the form of volunteering
This positive, informal, and highly sociable atmosphere leads employees to give back to society as most go on to become active volunteers in the community. As an organisation, the Contact Centre also offers long-term support to various worthy causes including Europa Donna Malta and the Breast Care Support Group, for which it organises various fund-raising and awareness promoting activities.
In short, HBEU is designed to inspire. It may not have rivers of chocolates or gangs of resting flamingos wandering the Centre, but it does feature many amenities and perks that ensure the employee satisfaction leads to exceptional performances. They may only have a few amazing days at the office, but they certainly have hundreds of good days.
Testimonials
In the age of technology, word gets out quickly about best places to work. No wonder then that HBEU commands a lot of testimonials.
Ilaria Sullivan, who joined HBEU as a Customer Service Representative and went on to perform stints ranging from new hire coaching, Senior Customer Service & Sales Representative, and Premier Relationship Manager says, “I began working at HSBC UK Contact Centre in 2007 with aspirations to build a career in banking. Following the interview process and adequate training, I began working as a Customer Service Representative, dealing with day to day banking queries for HSBC UK clients. I made many friends and benefitted greatly from the career support provided during my time at the Centre. The team leaders played a big role in helping me achieve my ambitions.”
“Today, I am HSBC Mortgage & Protection Manager in HSBC UK. In this role, I get to travel around the UK to assist exciting new projects. An important part of my job involves aligning the customer journey between telephone banking and in-branch banking, a responsibility for which my past experience at HBEU has been truly instrumental,” says Ms Sullivan.