Customer Experience Consultant

Work Initiatives; Maitland; Híbrido; AUD 55 000 - 70 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Comprehensive induction and training

Health and wellbeing benefits

14 weeks paid parental leave

Resumo da oferta

NGM Group is seeking enthusiastic Customer Experience Consultants to join our Newcastle-based contact centre teams. Roles offer a rotating roster with shifts Mon-Fri 8:00am-6:00pm and occasional Saturday work.

Hybrid work arrangement after training complements a fast-paced, digital environment where you’ll handle diverse customer inquiries across multiple channels. You will receive comprehensive training to set you up for success from day one, with opportunities for ongoing development.

Qualificações

• Experience in a Contact Centre or similar customer-facing environment.
• Excellent customer service skills with a friendly and engaging approach.
• Strong computer skills and ability to learn new systems quickly.

Responsabilidades

• Act as the first point of contact for customers via multiple channels with a professional, positive experience.
• Proactively identify customer needs and offer tailored solutions across products and services.
• Perform data entry and enquiry tasks, managing customer and account information accurately.

Conhecimentos

Customer service

Strong communication

Multitasking

Digital environment

Ferramentas

CRM systems

Descrição da oferta de emprego

We're on the lookout for dynamic and motivated Customer Experience Consultants to join our contact centre teams based in Newcastle.

Full-time and Part-Time opportunities available, offering a rotating roster with shifts between Monday to Friday (8:00am-6:00pm) and Saturday shifts on a fortnightly or monthly basis.

You'll thrive in this role if you enjoy working in a fast-paced, digital environment, communicate with confidence, and think critically to solve problems in the moment. Day to day, you'll juggle multiple systems, navigate a wide range of customer enquiries, and deliver seamless, end-to-end support across multiple channels.

If you love staying one step ahead and putting customers at the heart of everything you do, you'll feel right at home here. Every day brings something new—and with comprehensive training, we'll set you up for success from day one. Once trained, you'll also enjoy the flexibility of a hybrid work arrangement, giving you the best of both worlds.

What will your key responsibilities include?

Serve as the first point of contact for customers, providing a friendly, professional, and positive experience over the phone.

Proactively identify and assess customer needs, offering tailored solutions and providing exceptional support across our full range of products and services.

Manage complex data entry and enquiry tasks, including accurate customer and account administration.

Managing competing priorities while working towards clear customer service, quality and performance goals.

What are we looking for?

Previous experience in a Contact Centre.

Exceptional customer service skills, with a friendly and engaging approach to be able to quickly identify customer needs and promote appropriate products and services.

Strong computer skills with the ability to master new systems and navigate across multiple platforms.

Ability to thrive in a fast-paced environment with a positive, adaptable attitude.

Experience working within regulated environments, with the ability to interpret and apply policies, procedures, and legislation.

Collaborative team player, always encouraging and supporting those around you.

About us

We're NGM Group, and we offer retail banking services to more than half a million Australians under the brands Greater Bank and Newcastle Permanent. We have fresh energy and big goals for our customers, and our people are key to us achieving this success. If you're ready to be part of a team that puts the customer first and enjoys a challenge as the path to growth and innovation, then … we want you!

Collectively, we're the largest customer-owned bank based on net assets and the 10th largest Australian-owned bank for household deposits. A financial powerhouse headquartered in the Hunter, we have a workforce of more than 1,800 people and total assets of more than $20 billion.

What can you expect from us?

• Comprehensive Induction and Training; introducing you to our organisation and our values, along with interactive and practical training to support your success as a Customer Experience Consultant.
• Health and wellbeing; Fitness passport, corporate health insurance and annual flu vaccination.
• Lifestyle;Hotel discounts, 14 weeks paid parental leave, and up to 1 weeks' additional leave supporting your wellbeing.

NGM Group is committed to delivering trusted banking to enable our customers and communities to thrive. We do this by leading with heart, doing the right things in the right way, and by maintaining high standards of ethical behaviour in everything that we do. All applicants are therefore required to undergo a skills assessment, comprehensive background check, Bankruptcy Check and a National Police Check.

We are also working to reflect the vibrant communities we serve. We believe in creating an inclusive, diverse, and supportive workplace where everyone can thrive. If you require adjustments to be made during the recruitment process or would like to discuss any accessibility requirements, your Talent Acquisition Partner will be happy to engage in a confidential discussion and assist. Your unique talents and perspectives are what make us stronger.