Job Description
Full job description
Req ID: 108431
Department: NZ Personal Banking Contact Centre
Division: New Zealand
Location: Wellington
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.
Mō te tūranga- About the role
As a Service Consultant in our Contact Centre, you’ll be the first point of contact for customers seeking support with Retail, Cards, and Digital Banking solutions. Whether it’s solving a problem, guiding them through a process, or introducing them to a range of products and services, you’ll be making a real difference in their day.
You’ll be joining a tight-knit team of passionate professionals from all walks of life, united by a shared love for helping people and delivering exceptional customer service. This is a phone-based role to start, but your journey doesn’t stop there. As you grow with ANZ, you’ll have the chance to expand your skills and support customers across multiple channels and more specialised services. No matter the platform, your goal remains the same: to resolve customer enquiries quickly, clearly, and with care.
There’s a lot to be excited about in this role. You’ll thrive in a dynamic, fast-paced environment where handling a high volume of routine enquiries is the norm. What truly sets you up for success isn’t deep policy knowledge—that’s covered through our comprehensive training programmes—but your ability to communicate clearly, listen with empathy, and deliver exceptional service. If you bring a genuine desire to help others, you’ll fit right in.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
Taipito kōrero mō te Tūranga - Role details
Role Type: Permanent, Fulltime. (You must be a NZ Resident, NZ Citizen or AUS Citizen to apply)
Start Date: 23rd March 2026 or 20th April 2026
Location: Te Whanganui-ā-Tara/Wellington (49 Tory Street)
To ensure you are fully supported in your learning journey, we require you to commit to learning onsite.
Hours of Work: The successful applicants will be scheduled to work 7.5 hours per day (5 days per week), 37.5 hours per week. Start times may vary between 09.00am to 12.00pm, with a 5:00pm to 8:00pm finish.
Days of Work: Tuesday to Saturday OR Sunday to Thursday
Onboarding & Training: Initially, you will work Monday to Friday from 9:00am to 5:00pm for the first seven weeks to complete your training. After this period, you will transition to your contracted days and hours.
Approximately two months later, you will undergo a second round of training, also scheduled Monday to Friday with similar hours. Once this training is completed, you will return to your contracted days and hours.
Ka aha tō rā e kite ai? - What will your day look like?
As the Service Consultant Contact Centre, you will:
Provide exceptional customer experience through quality interactions over the phone, e-mail or online that meet customers’ financial transaction needs as the first point of contact
Identify any additional needs and refer to the appropriate channel
Demonstrate ANZ Values and nurture team members who don’t
Be a digital advocate
Demonstrate sound knowledge of the bank’s digital solutions, the ability to problem solve and educate customers.
Ōu Pūkenga? - What will you bring?
To grow and be successful in this role, you will ideally bring the following:
High level of sales skills and understanding of a sales culture
Strong customer focus with keen attention to details
Proven analytical skills with strong customer service expertise
Excellent communication and interpersonal skills
Good listening & problem-solving skills
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, 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.
/.You can apply for this role by visiting ANZ Careers and searching for reference number 108431.
Te Rā Ōtinga - Job Posting End Date
1st March 2026 at 11.59pm, (NewZealand)
Req ID: 108431
Department: NZ Personal Banking Contact Centre
Division: New Zealand
Location: Wellington
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.
Mō te tūranga- About the role
As a Service Consultant in our Contact Centre, you’ll be the first point of contact for customers seeking support with Retail, Cards, and Digital Banking solutions. Whether it’s solving a problem, guiding them through a process, or introducing them to a range of products and services, you’ll be making a real difference in their day.
You’ll be joining a tight-knit team of passionate professionals from all walks of life, united by a shared love for helping people and delivering exceptional customer service. This is a phone-based role to start, but your journey doesn’t stop there. As you grow with ANZ, you’ll have the chance to expand your skills and support customers across multiple channels and more specialised services. No matter the platform, your goal remains the same: to resolve customer enquiries quickly, clearly, and with care.
There’s a lot to be excited about in this role. You’ll thrive in a dynamic, fast-paced environment where handling a high volume of routine enquiries is the norm. What truly sets you up for success isn’t deep policy knowledge—that’s covered through our comprehensive training programmes—but your ability to communicate clearly, listen with empathy, and deliver exceptional service. If you bring a genuine desire to help others, you’ll fit right in.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
Taipito kōrero mō te Tūranga - Role details
Role Type: Permanent, Fulltime. (You must be a NZ Resident, NZ Citizen or AUS Citizen to apply)
Start Date: 23rd March 2026 or 20th April 2026
Location: Te Whanganui-ā-Tara/Wellington (49 Tory Street)
To ensure you are fully supported in your learning journey, we require you to commit to learning onsite.
Hours of Work: The successful applicants will be scheduled to work 7.5 hours per day (5 days per week), 37.5 hours per week. Start times may vary between 09.00am to 12.00pm, with a 5:00pm to 8:00pm finish.
Days of Work: Tuesday to Saturday OR Sunday to Thursday
Onboarding & Training: Initially, you will work Monday to Friday from 9:00am to 5:00pm for the first seven weeks to complete your training. After this period, you will transition to your contracted days and hours.
Approximately two months later, you will undergo a second round of training, also scheduled Monday to Friday with similar hours. Once this training is completed, you will return to your contracted days and hours.
Ka aha tō rā e kite ai? - What will your day look like?
As the Service Consultant Contact Centre, you will:
Provide exceptional customer experience through quality interactions over the phone, e-mail or online that meet customers’ financial transaction needs as the first point of contact
Identify any additional needs and refer to the appropriate channel
Demonstrate ANZ Values and nurture team members who don’t
Be a digital advocate
Demonstrate sound knowledge of the bank’s digital solutions, the ability to problem solve and educate customers.
Ōu Pūkenga? - What will you bring?
To grow and be successful in this role, you will ideally bring the following:
High level of sales skills and understanding of a sales culture
Strong customer focus with keen attention to details
Proven analytical skills with strong customer service expertise
Excellent communication and interpersonal skills
Good listening & problem-solving skills
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, 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.
/.You can apply for this role by visiting ANZ Careers and searching for reference number 108431.
Te Rā Ōtinga - Job Posting End Date
1st March 2026 at 11.59pm, (NewZealand)
💡 Quick Summary
Seeking a career-building opportunity? The Customer Service Consultant, New Zealand Contact Centre position is now open for candidates interested in the Customer Care sector. This role in Wellington offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.