Description:
Description- Please note this is an identified position- applicants must identify as Aboriginal or Torres Strait Islander
- Sydney- Barangaroo based role
- Great opportunity to join BT supporting customers in our call centre
BT is the wealth management brand of Westpac Group, and has been helping Australians protect, manage and grow their wealth since 1969.
From early beginnings, BT has continued to define itself by adapting and responding to customer needs. We have a strong financial services heritage in Australia, giving customers the assurance that they are dealing with experienced and knowledgeable experts, supported by the strength and stability of Westpac Group.
At BT we place our customers at the centre of everything we do. We are committed to constantly seeking ways to help our customers and their families prepare for their best financial future, for the here and now and for generations to come.
How will I help?
The Customer Relations Consultant is responsible for servicing all inbound contacts within a structured call centre environment from existing and prospective customers, employers and financial advisers regarding products and services offered by BT Financial Group. The Consultant will manage customer’s expectations of service levels and always deliver a superior customer experience.
Key functions of this role include:
- Answer inbound contacts confidently, take ownership of all requests and issues and follow through to ensure customer satisfaction
- Understand the need to service an interaction using the interaction guides provided
- High level of efficiency required to deliver to customer needs
- Using the support tools available to the business
- Provide exceptional customer service for all internal and external customers
- Service existing policy holders and potential new customers
- Keep up to date with changing legislation and environmental needs
- Adhere to all compliance needs and raise with priority any breaches seen
- Provide accurate information about our products and processes
- Capture customer feedback including complaints in the appropriate systems
- Adhere to daily schedule
What’s in it for me?
You’ll play a significant part of the future of a business that has been around for over 200 years. Our purpose is to create better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.
What do I need?
To be considered for this role you will be a highly motivated and focused individual with a high level of attention to detail and accuracy
- Results orientated with a relentless focus on customer experiences
- Superior communication (verbal/written) and interpersonal skills
- Exceptional customer advocacy and service ethic
- Ability to ask the right questions and probe
- Strong organisational and time management skills
- Interpersonal and relationship management skills
- High level attention to detail and accuracy
- High empathy
- Ability to work in a changing environment
- Ability to work independently and under pressure
- Ability to process large volumes of work accurately
- Team player always
- Values drive and have a growth mindset
- Wellbeing needs and ultimately being able to maintain the optimal team climate required to succeed
What’s it like to work there?
We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities and each other. At Westpac, making a difference means creating impact, unlocking our own and each other’s passions, and transformative success stories to create better futures together.
As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities - whether that means family life, work/life balance, ambition to grow or all the little perks in between.
We’ll empower you to shape your career path. Through personalised upskilling, mentoring, and training opportunities, you’re in control of where you start and how you’ll grow.
As an equal opportunity employer, we are proud to have created a culture and work environment that values diversity and flexibility – and champions inclusion.
Hear from some of our people and their experiences working with us.
How do I apply?
Start here. Just click on the APPLY or APPLY NOW button.
At Westpac, we’re all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone—our customers, employees, and the wider community. If you’re interested in discussing workplace flexibility, please feel free to mention it in your application.
We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, veterans and reservists, and Indigenous Australians to apply. If you have questions about the recruitment process, please email talentacquisition@westpac.com.au.
Do you need reasonable adjustments during the recruitment process?
We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please email talentacquisition@westpac.com.au
The position/s will only be open to Aboriginal or Torres Strait Islander applicants. The filling of this position/these positions is intended to constitute a special/equal opportunity measure under section 8(1) of the Racial Discrimination Act 1975 (Cth). Applicants must identify as Aboriginal and/or Torres Strait Islander. Westpac Banking Corporation has been granted an exemption under section 126 of the Anti-Discrimination Act 1977 (NSW) in relation to this position. For further details please contact us via email at firstnationscareers@westpac.com.au