Customer Service Consultant – Contact Centre (Wellington)

About the role

As a Customer Service Consultant in ANZ's New Zealand Contact Centre, you will be the first point of contact for customers needing assistance with retail banking, credit cards and digital banking solutions. The role starts with phone‑based support and offers pathways to multi‑channel and specialised services as you develop.

Key responsibilities

• Handle 50–60 personalised customer interactions per day, providing clear and empathetic assistance.
• Support enquiries across retail banking, credit‑card services and dispute resolution.
• Guide customers through processes, introduce relevant products and services, and resolve issues promptly.
• Maintain high‑quality service standards while working in a fast‑paced, high‑volume environment.
• Participate in ongoing training and development programmes to expand channel expertise.

Required profile

• NZ resident, NZ citizen or Australian citizen.
• Excellent verbal communication and active‑listening skills.
• Ability to work flexible start times (09:00‑12:00) and shift patterns (Tue‑Sat or Sun‑Thu).
• Willingness to commit to onsite learning and training periods.
• Motivation to deliver exceptional customer service in a dynamic setting.

Required skills

• No specific technical skills required; comprehensive training will be provided.

What we offer

• Permanent full‑time employment (37.5 hours per week).
• Structured onboarding and two phases of formal training.
• Opportunities for career progression within ANZ’s banking and digital services.
• Competitive benefits and a supportive team environment.