Contact Centre Service Consultant – Auckland

About the role

As a Contact Centre Service Consultant at ANZ in Auckland, you will be the calm, solution‑focused voice for customers who contact the bank with questions, problems or urgent needs. You will handle enquiries from start to finish, ensuring clear communication and timely resolution while upholding ANZ’s values.

Key responsibilities

• Respond to inbound customer contacts across New Zealand, addressing everyday banking and digital service queries.
• Own each enquiry end‑to-end, providing accurate information, troubleshooting issues and escalating when necessary.
• Maintain detailed records of interactions and follow‑up actions in the bank’s systems.
• Identify and raise any risks or concerns early to protect customers and the business.
• Collaborate with team members and other departments to achieve the best outcome for the customer.

Required profile

• NZ resident, NZ citizen or Australian citizen.
• Strong customer‑service orientation with excellent listening and communication skills.
• Ability to think analytically, solve problems and make decisions under pressure.
• Flexibility to work scheduled shifts between 9 am‑12 pm start times, including one weekend day.
• Commitment to complete a seven‑week full‑time training programme followed by a second training block.

Required skills

What we offer

• Paid, structured training from day one and a second training block two months later.
• Clear career pathways across branch, contact centre, specialist and other roles.
• Supportive team environment with coaching, feedback and collaboration.
• Strong wellbeing focus and sustainable work practices.
• Employee banking and lifestyle benefits in line with ANZ policies.