Customer Service Consultant - Contact Centre

• Bring your customer service experience and we’ll teach you all about banking 

• Join an organisation with many opportunities and career pathways   

• Build relationships with our customers as you help them achieve their financial goals 

About The Role 

Role Location: 75 Dorcas Street, South Melbourne VIC 3000 

Role Type: Permanent 

Rostered Hours: Monday to Sunday anytime between 6am and 11pm 

Work Schedule: Full-time or Part-time opportunities available 

** Part-timers should be able to commit to full time hours for the first 3 months in training, and should be flexible for early and late shifts. 

Note: This role is required to work from an ANZ workplace. Under the Victorian Government’s COVID-19 Mandatory Vaccination (Workers) Directions, the successful candidate will need to provide evidence that they have received two doses of an approved COVID-19 vaccine by 26 November 2021, or have a medical exemption evidenced by an authorised medical practitioner, in order to be appointed to the role. 

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving our customers’ financial wellbeing so they can achieve incredible things?– be it buying their home, building a business or saving for things big or small.  

Our close knit team of service consultants are a high performing team committed to creating the best possible experience for ANZ’s customers.  

Customer Care is made up of four streams all focused on servicing our existing customer base with a broad range of banking needs and enquiries. The streams cover Service, Retail & Internet Banking, Card Solutions and digital servicing. Our frontline bankers in this area are available to customers 7 days a week and 365 days a year with operating hours ranging from 06:00 to 23:00. 

What’s critical to this role is a focus on customer service. Experience in banking isn’t required and you will be provided with all the tools, knowledge, and support to be successful with ANZ. We offer a robust and informative 10-week training program, with combination of classroom, buddying and practical live call taking. Training will cover ANZ products, system navigation, compliance, regulations and a service/conversation guide to support you to engage with our customers.  

What will your day look like? 

There is so much variety as a Customer Service Consultant and you could be helping our customers by: 

• Supporting them through personalised and meaningful conversations to better support their financial well-being 

• Educating and empowering them to use ANZ’s digital solutions  

• Ensuring they finish the call as strong advocates for ANZ 

• Constantly building your skills and banking knowledge through our on-going training  

Whatever the day has in store, you’ll be working with a close knit team that supports each other and celebrates team wins. 

About You 

To grow and be successful in this role, you will ideally bring the following: 

• Being empathetic and customer focused, combined with strong communication skills 

• A growth mindset, so you’re eager to learn the fundamentals of banking and to build your career 

• Previous customer service experience assisting and supporting customers 

• An active user and promoter of technology 

• An ability to multi-task and adapt to changing conditions 

• A proactive attitude ready to showcase your initiative 

About ANZ 

At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career. 

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We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy. 

A happy workplace is a thriving one. So to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.  

We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you. Some of the work we do can be done from home, and some from an ANZ workplace – it’s all about what works for your team, and above all else, our customers! 

We want to make sure everyone has an inclusive and supportive experience throughout our recruitment process and when joining ANZ. If you are a candidate with a disability, and require adjustments to our recruitment process or the role itself let us know how we can provide you with additional support. 

To find out more about working at ANZ or to view other opportunities visit www.anz.com/careers. You may apply for this role by visiting ANZ Careers and searching for reference number AUS146054.