Customer Service Consultant, New Zealand Contact Centre

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Customer Service Consultant, New Zealand Contact Centre

Department: NZ Personal Banking Contact Centre

Location: Wellington

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

As a Service Consultant, you’ll assist our customers with a variety of Retail, Cards and Digital Banking solutions, troubleshoot any issues they may have and provide information on any other products or services that may be relevant.

Our close-knit Service Consultants come from a range of backgrounds but they all share one thing - a passion for connecting with people and customer service.

Experience or qualifications in banking aren’t required to be great in this role – we’ll teach you everything you need to know about banking and continue to invest in you and your career by providing ongoing one-on-one coaching and professional development to set you up for a career that can go many places. Because at ANZ you’ll be getting what you need to take the next big step in your career . And move in leaps and bounds towards even bigger things with us in the future.

• Start Date: Monday 19th August, 2024

To ensure you are fully supported in your learning journey, we require you to commit to learning onsite at our Contact Centre Hubs. Once training is complete, your team leader will advise you of the requirements to transition into hybrid working

• Shifts: Variety of shifts available, all include one weekend day
• Hours: Start between 08.00am - 12.00pm and finishing between 4:00pm - 8:00pm - on a rotating monthly roster, working 7.5 hours per day (5 days per week), 37.5 hours per week
• Training: Initial 7 weeks of full-time training from start date, Monday to Friday 8:30am to 4:30pm before moving into normal hours and days of work for approximately two months. Following this an additional 2 weeks of full-time training, Monday to Friday 8:30am to 4:30pm.
• Role Type : Permanent, must be a NZ Resident or NZ or AUS Citizen to apply

Ka aha tō rā e kite ai? - What will your day look like?

As a Customer Service Consultant in the Contact Centre, you will:

• Work with a large, energetic service team to support customers over the phone
• You are likely to support 50-60 customers per day through personalised and meaningful conversations assisting them with their Everyday Banking needs across retail, credit cards, fraud, disputes and digital self-service education for our customers
• Provide peace of mind to our customers by troubleshooting any issues customers may have e.g. technical issues, lost and stolen cards, etc
• Work in a professional environment meeting customer-centric and risk metrics and targets as necessary
• Build your skills and banking knowledge quickly through on-going formal training and mentorship from your leaders

Ōu Pūkenga? - What will you bring?

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

Being customer-focused to the core

Being keen to upskill and learn the fundamentals of banking to build a new career

Previous work experience especially if it involves dealing with customers

Being an active user and promoter of technology

Excellent phone manner and ability to engage with customers

Attention to detail and keen eye for accuracy

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

He aha te take e uru ai koe ki a mātou? - So, why join us?

From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career.

We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because We're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.

Kua wātea te katoa ki te tono. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with an access requirement or disability, let us know how we can provide you with additional support.

To find out more about working at ANZ visit .You can apply for this role by visiting ANZ Careers and searching for reference number 69222