Customer Care Specialist - Contact Centre

ING Australia; Central Coast; Hybrid; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Hybrid work from home

Penalty rates

Annual rest day

Wellbeing programs

Onsite parking

Job summary

ING Australia is hiring a Customer Care Specialist at our Wyong Contact Centre. Be the first voice customers hear, helping with everyday banking queries and using your listening skills to resolve issues promptly.

This full‑time role operates on a 7‑day rotating roster with weekends, and offers a hybrid setup with 2 days per week at home. You’ll complete a comprehensive training program and join a supportive team to grow with ING.

Qualifications

• Experience in fast paced customer-centric environments (minimum 6 months work experience).
• Confident communicators both verbally and in writing.
• Calm, patient and kind customer service style that is resilient when our customers need us to be.
• Comfortable learning new systems, technology and required industry knowledge.
• Call centre experience is helpful, but not essential.

Responsibilities

• Be the first voice our customers hear when they call us for help, assisting them with a range of queries related to our banking products and services.
• Utilising your curiosity and listening skills you will analyse and solve problems that make our customers banking experience better and easier.

Skills

Fast-paced environment

Customer service

Communication

Learning new systems

Problem solving

Job description

Do your thing in 2027. Start a customer service career that grows with you.

At ING our Customer Care Specialists are the friendly, knowledgeable voices helping our customers with their everyday banking needs. We are looking for locals who enjoy helping people, learning new skills and systems, and working as part of a supportive team to ‘Do Your Thing’ at our Wyong Contact Centre.

As part of our next induction team starting 27 January 2027, you and your new teammates will join a digitally transforming and fast paced environment to utilise your confident computer skills, customer service expertise and hone your problem-solving skills. Our Contact Centre is the place to start your next challenge.

Our positions are:

• Full Time, working on a 7-day rotating roster including weekends and some public holidays.
• You will need to have full availability to work an 8-hour shift scheduled at any time during 8:00am – 8:30pm.
• Are scheduled for at least one weekend shift per week (Saturday or Sunday) for 3/4 weekends a month – with the opportunity to volunteer for preferences where available
• To help you plan, our rosters are published 4 weeks in advance.

Real-life example of a Wyong Customer Care Specialist Roster

• Week 1: Monday, Tuesday, Thursday, Friday (9:30am – 5:30pm), Sunday (6am - 2pm)
• Week 2: Monday – Friday (11am – 7pm)
• Week 4: Tuesday – Friday (12pm – 8pm), Sunday (9am – 5pm)

You will need to be fully available and committed to attend your comprehensive training and induction program (Full-Time, Monday – Friday for the first 6-8 weeks) to ensure you don’t miss any key information and to see your confidence grow! Following this, you will enter your Academy Team onboarding journey with an Academy Leader. Support and structure to guarantee you succeed.

What you'll do

Be the first voice our customers hear when they call us for help, assisting them with a range of queries related to our banking products and services. Utilising your curiosity and listening skills you will analyse and solve problems that make our customers banking experience better and easier.

What we’re looking for

• Experience in fast paced customer centric environments (minimum 6 months work experience)
• Confident communicators both verbally and in writing
• Calm, patient and kind customer service styles that is resilient when our customers need us to be
• Comfortable learning new systems, technology and required industry knowledge
• Call centre experience is helpful, but not essential.

What’s in it for you

• Post your Academy program a hybrid working environment - 2 days per week at work from home.
• Penalty rates: 20% after 8pm, 50% on weekends
• Annual rest day – an extra paid day off each year
• Employee wellbeing and support programs including income protection insurance and EAP
• Secure and free onsite parking and amenities in our beautiful Wyong offices
• Generous discounts on ING home loans and health insurance to name a few
• Ongoing coaching and career development opportunities including Study Support programs, IDPs and Professional Development Series training programs

About Us

At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.

Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel the difference in how we value and champion our people.

We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply

Sound like your kind of vibe? We can’t wait to hear from you!

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)

ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia.

Need more?

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [e-mail]