Customer Service Consultant, New Zealand Contact Centre

Company description

ANZ Banking Group Limited

Job description

Ko Mātou - About Us

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

We're committed to building a workforce that reflects the communities of Aotearoa New Zealand, supported by our multi-year Te Ao Māori strategy, Tākiri-A-Rangi.

Mō te tūranga - About the role

When customers contact ANZ, it's often because something important is happening — a question that needs clarity, a problem that needs fixing, or a situation that needs care. As a Service Consultant in our New Zealand Contact Centre, you'll be the calm voice and problem‑solver customers rely on in those moments.

This is a role for people who care about outcomes, listen, think, and act — putting customers first, owning enquiries end‑to‑end, and working closely with our team to deliver the right result.

You'll also have access to;

Paid, structured training to build confidence and capability from day one

Clear career pathways across branch, contact centre, specialist, and other roles

A supportive team environment where collaboration, coaching, and feedback matter

A strong wellbeing focus, balancing performance with sustainable work practices

Employee banking and lifestyle benefits, in line with ANZ's policies

• Taipito kōrero mō te Tūranga - Role details
• Start Date: Monday 18 January 2027
• Location & Hours
• Based in Sylvia Park, Auckland
• Permanent Fulltime, 37.5 hours per week across 5 days, including one weekend day.
• + You must be a NZ Resident, NZ Citizen or AUS Citizen to apply
• Shifts are scheduled with start times between 9:00am - 12:00pm, finishing between 5:00pm and 8:00pm
• + Tuesday-Saturday or Sunday-Thursday
• + Training includes an initial seven-week full-time programme, before moving into your contracted hours, followed by a second training block approximately two months later.
• Ka aha tō rā e kite ai? - What will your day look like?
• You'll support customers across New Zealand with everyday banking and digital needs, while living ANZ's values in practical ways:
• Putting customers first by understanding what they really need and keeping things clear and simple
• Delivering accurate, timely support and following through on commitments
• Resolving enquiries end‑to‑end and knowing when to involve others
• Raising risks or concerns early if something doesn't feel right
• Working closely with colleagues to achieve the best outcome for the customer
• You'll be empowered to think for yourself, ask questions, and act with integrity — not just follow a script.
• Ōu Pūkenga? - What will you bring?

This role may suit you if you

Enjoy helping people and take pride in doing the right thing

Have customer service experience and the confidence to engage with people from all walks of life

Communicate clearly, calmly, and respectfully

Like seeing things through, not handing them off

Are curious, open to feedback, and keen to learn

Value teamwork and contributing to a positive, supportive environment

Ready to explore?

You don't need to meet every requirement to apply. If this sounds like it could be your next step, we encourage you to take a look.

If you're looking for a role where values guide decisions, accountability matters, and your work genuinely helps customers — we'd love to hear from you.

He aha te take e uru ai koe ki a mātou? - So, why join us?

From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career.

We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.

Kua wātea te katoa ki te tono. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with an access requirement or disability, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.co.nz/careers/.You can apply for this role by visiting ANZ Careers and searching for reference number 126453.

Te Rā Ōtinga - Job Posting End Date

01/11/2026, 11.59pm, (NZST)