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Contact Centre Service Consultant

Contact Centre Service Consultant

Req ID:  50487
Department:  NZ Personal Banking Contact Centre
Division:  New Zealand
Location:  Wellington

Mō te tūranga - About the role

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. 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, and we need the passionate people to help us achieve this. 


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.

Taipito kōrero mō te Tūranga - Role details

  • Start Date: Monday 6th November
  • Location: Te Whanganui-a-Tara – Wellington, Tory Street

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 09.00am - 12.00pm and finishing between 5:00pm - 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 and 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?

  • 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?

  • 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

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

There’s something special about being part of ANZ.  From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

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 and community you need to take the next big step in your career, towards even bigger things in the future.

At ANZ, you’ll enjoy the supportive, people-first culture we’re renowned for with competitive salary offerings, a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

You’ll also enjoy working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated. We 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 a disability, let us know how we can provide you with additional support.

Ngā hua o ANZ - ANZ Benefits

  • Annual Salary Reviews
  • Health Insurance & Staff Banking Package
  • Staff banking benefits including retail partner discounts, sports staff supporters club
  • Enjoy the flexibility of working from home and in office with hybrid working
  • Generous Leave Provisions including parental leave, study leave, annual leave and lifestyle leave
  • Access to Self-Learning Programs and Leadership who support your Career Development


Ready to build the career in banking you didn’t realise was for you? Click Apply now, or visit to find out more or view other opportunities.


Reference number 50487

Te Rā Ōtinga - Job Posting End Date

Sunday 1st October at 11:59pm NZST


Please note: Applications will be reviewed from the opening date of this advertisement. Depending on the number of applications for these roles, the closing date for applications may be brought forward. With this in mind, we encourage you to submit your application as soon as possible.

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