Contact Centre Service Consultant

About the role

As a Contact Centre Service Consultant at ANZ, you will be the calm, solution‑focused voice for customers who need clarity, assistance, or resolution. You will own enquiries from start to finish, ensuring each interaction meets the bank’s high standards of service and contributes to the financial wellbeing of our community.

Key responsibilities

• Handle inbound customer contacts via phone, email or chat, providing accurate information and timely resolutions.
• Diagnose issues, investigate account details, and take appropriate action to resolve problems.
• Own each enquiry end‑to‑end, documenting outcomes and escalating when necessary.
• Collaborate with internal teams, including specialist units and branch staff, to deliver seamless service.
• Adhere to scheduled shifts, covering a rotating weekend day and working within the 9 am‑12 pm start window.

Required profile

• Strong customer‑first mindset with the ability to listen, think critically and act decisively.
• Eligibility to work in New Zealand (NZ resident, NZ citizen or Australian citizen).
• Flexibility to work scheduled shifts, including weekends.
• Commitment to completing a seven‑week full‑time training programme followed by a second training block.

Required skills

What we offer

• Paid, structured training from day one to build confidence and capability.
• Clear career pathways across branch, contact centre, specialist and other roles.
• Supportive team environment with coaching, feedback and collaboration.
• Strong wellbeing focus, balancing performance with sustainable work practices.
• Employee banking and lifestyle benefits in line with ANZ policies.