- Based at Westpac on Takutai, Britomart
- Permanent, full time position
- 7 day rotational roster, including some weekends and evenings
Mō te tūranga | About the Role
As a Senior CSR in our Contact Centre team, you'll be a key player in driving exceptional customer experiences and supporting our Service Delivery Manager in critical tasks. You'll provide expert guidance on complex queries, complaints, and technical issues, serving as a trusted resource for our frontline team members. With your expertise and leadership, you'll help our team deliver personalized solutions that meet our customers' evolving needs, building trust and loyalty with every interaction.
In this role, you'll strike a balance between hands-on customer service and leadership responsibilities, including coaching and mentoring junior team members, contributing to ongoing training and development, and supporting induction programs. As a strong ambassador for Westpac, you'll embody our values and standards, inspiring our team to deliver outstanding customer outcomes every day. With your expertise and passion for customer service, you'll make a tangible impact on our customers' lives and help shape the future of our contact centre operations.
Nā tāu rourou | What will you bring?
You're a seasoned banker with Contact Centre experience looking for a step up, and you're passionate about delivering exceptional customer outcomes. To succeed in this role, you'll need a unique blend of skills, experience, and attitude.
- 2+ years of experience in a Contact Centre environment, with a deep understanding of customer service operations
- 2+ years of banking experience, with knowledge of banking products and services
- Prior experience in mentoring or supervising others, with a focus on developing and coaching team members
- A growth mindset, with a passion for innovation and continuous learning
- Excellent communication and rapport-building skills, with the ability to work effectively with customers, team members, and stakeholders
- Tech savviness, with the ability to quickly learn new digital platforms and systems, and a can-do attitude that drives success in a fast-paced environment
Westpac Hei Wāhi Mahi | Working at Westpac
As well as immersing yourself in a supportive team environment, you’ll be offered some of the best banking, and lifestyle benefits in the market along with:
- 4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best
- Additional purchased leave options up to 4 weeks per year
- Banking benefits, insurance discounts and superannuation scheme
- Career growth – we promote internal capability; we have programmes that recognise star performers
- Generous parental leave – and top up government paid parental leave
- School holiday subsidy - help you balance work and family during school holiday
- Environmental and community care programmes
Ko mātou tēnei | Our Organisation
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!
Tono mai ināianei! | Apply Now!
Apply today with your CV and Cover Letter.
The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.
Mahi tahi tātou, kaha ake tātou | Together Greater
Applications close:
5 July 2025
