Customer Service Representative | Contact Centre | Fixed Term

Customer Service Representative | Contact Centre

Be the voice that makes banking feel a little easier.

You might be the first person a customer speaks to when they need help, and that makes this role more important than it may look on paper. One call might be simple. The next might come from someone who is confused, frustrated or genuinely worried. Your job is to listen, understand what they need and help move things forward. Sometimes you'll solve it yourself. Sometimes you'll connect them with the right banker or specialist. Either way, we want our customers to finish the conversation feeling heard, supported and confident about what happens next.

Think of yourself as a conductor with a smile: listening, gaining a deep understanding of the query and getting customers to the right place, while creating a great customer experience along the way. And yes, you'll speak to a lot of people. The challenge is making call #100 feel just as engaging as call #1.

About the Role

As a Customer Service Representative in our Contact Centre, you'll be on the frontline supporting Westpac customers with their everyday banking needs. You'll:

• Be one of the first points of contact for our customers
• Handle customer enquiries through inbound and outbound calls
• Listen, ask the right questions and work out what the customer really needs
• Resolve a wide range of enquiries accurately and efficiently wherever you can
• Connect customers with the right banker or specialist when they need additional support
• Spot opportunities where another Westpac product, service or conversation could genuinely help
• Build your knowledge of banking, our products and digital tools
• Deliver friendly, empathetic and solution-focused service, every call, every customer

You won't need to know everything on day one. We'll help you build the knowledge and confidence you need.

What we do need from you is the energy, curiosity and obsession about helping people.

What will you bring?

We're looking for people with fresh energy, great attitudes and a strong customer mindset. You'll thrive here if you:

• Genuinely enjoy talking to and helping people and find variety energising
• Can build rapport quickly and make people feel comfortable
• Are a confident communicator and a great listener
• Stay positive and engaged in a busy, fast-paced environment and support the team to do the same
• Have strong attention to detail and care about getting things right
• Are comfortable learning new systems and see consistent change as an opportunity
• Digitally savvy and enjoy teaching others
• Like problem solving, know when to solve something yourself and when to bring in the right person
• Are reliable, resilient and show up for your team
• Have a growth mindset and are keen to keep learning

Previous customer service experience is valuable, but banking experience isn't everything. If you've worked in retail, hospitality, travel, telecommunications, contact centres or another people-focused environment, you may already have many of the skills we're looking for.

This may be an entry point into banking, but it's an important one. You'll develop a strong understanding of our customers, our products and how different areas of Westpac work together. For someone who is curious, motivated and ready to learn, it's a great place to build your foundations and start growing a career in banking.

The details:

• Fixed Term until end of April 2027
• Opportunity in Auckland CBD Contact Centre
• Rotational roster across Contact Centre operating hours
• Auckland location: Takutai Square, Britomart ONLY

At Westpac, we're working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we've been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we're lucky enough to have walk through our doors every day. The giant 'W' on our building doesn't just stand for Westpac – it says, double you. We're a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We're recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!