Contact Centre Consultant - Collingwood

Qudos Bank; Melbourne; Hybrid; AUD 52,000 - 72,000; Full time

Benefits offered by this job

14% superannuation

Free counselling

Free flu vaccinations

Subsidised gym membership

Paid parental leave

Five extra leave days

Job summary

Bank Australia is hiring for a Contact Centre role at its brand-new Collingwood Head Office. This 8-month fixed-term position focuses on delivering exceptional service across inbound and outbound channels, with a strong emphasis on customer experience and product knowledge.

The role operates within a hybrid model and includes coaching to develop skills from day one. You will engage with customers during standard hours (8am–8pm) and have opportunities to support colleagues across the bank while

Qualifications

• Solid track record of exceptional customer service.
• Ability to build strong relationships with customers.
• Well-developed written, verbal and interpersonal skills.
• Ability to determine priorities and follow processes.
• Proven ability to work effectively under pressure, multitask and problem solve.
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

Responsibilities

• Manage customer queries in accordance with the bank’s policies and procedures in a timely, professional and efficient manner.
• Provide exceptional service to customers, often being a first point of contact for queries.
• Support customers’ everyday banking needs via inbound calls, online chat, email and social media.
• Identify opportunities to assist customers with the bank’s range of products and services.
• Contribute to the development and continuous improvement of our customers’ experience.
• Conduct outbound calls to customers to follow up enquiries and welcome new customers to the bank.

Job description

Make your next career move today. Secure your future in banking now, enjoy the summer break knowing your new role is locked in, and start on 9th February 2027 with a bank that puts customers, people, and purpose at the heart of everything we do. At Bank Australia, we’re creating a better, stronger and more resilient bank for our customers and employees. With proven experience in supporting the community & planet, we’re building on the strong foundations of our history to become a leading edge, modern customer-owned Bank.

Are you passionate about helping people and looking for a career in banking? Join our vibrant Contact Centre team at our brand-new, state-of-the-art Collingwood Head Office, where purpose meets opportunity. This 8-month fixed-term opportunity offers the chance to develop your skills while making a meaningful difference for our customers.

This role will enable you to learn and develop within a values-based organisation, while gaining valuable knowledge and experience in the banking and financial services industry. We’ll support you every step of the way with regular coaching and development – to ensure you are set up for success from day one.

In addition to joining our customer owned, purpose driven Bank, specific to our Contact Centre you will enjoy:

• Bringing our values, purpose and aspiration to life.
• Competitive salary and 14% super.
• Access to a range of meaningful benefits to support your physical and mental wellbeing including 24/7 free counselling, free flu vaccinations and subsidised gym memberships.
• Support with paid parental leave, volunteering, gender affirmation and family violence leave; and the opportunity for an additional five-day bonus annual leave each year.
• Career growth through a variety of opportunities such as taking part in the capability curriculum, accessing study assistance, acting in higher duties and taking part in the shared purpose program experiencing other functions across the bank.
• Monthly celebration days, staff engagement wallboards, monthly engagement fundraising activities, and opportunities to travel to other sites, including interstate.
• Our commitment to building an inclusive culture and a diverse workforce that reflects the Australian community.
• Our care for a conservation reserve – where we work with key partner organisations to protect threatened species and involve staff in conservation.

What you will be doing

• Manage customer queries in accordance with the bank’s policies and procedures in a timely, professional and efficient manner
• Provide exceptional service to customers, often being a first point of contact for queries
• Support customer’s everyday banking needs via inbound calls, online chat, email and social media
• Identify opportunities to assist customers with the bank’s range of products and services
• Contribute to the development and continuous improvement of our customers’ experience
• Conduct outbound calls to customers to follow up enquiries and welcome new customers to the bank.
• Our Contact Centre hours of operation are 8am-8pm. Consultants work a 38-hour week within these hours Monday to Friday on a hybrid work model and an additional rostered Saturday approximately once every four weeks.

What you will bring

• A solid track record of exceptional customer service
• Confidence in building strong relationships with customers
• Well-developed written, verbal and interpersonal skills
• The ability to determine priorities and follow processes
• Proven ability to work effectively under pressure, multitask and problem solve
• Commitment to Bank Australia’s purpose, aspiration, values and brand as well as the B Corp ethos.

If your application progresses, you will be invited to attend interviews starting the week beginning 16th November 2026.

By submitting an application you agree to Bank Australia’s Privacy Policy for applicants and confirm that you are legally able to work in Australia. Bank Australia is an equal opportunity employer committed to sustainable development. We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities because we want to reflect the diversity of our communities. We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace.

Bank Australia reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date.If you wish to be considered, please submit your application as soon as possible. Please note, the successful candidate will be subject to satisfactory background checks including but not limited to police and previous employment.