Customer Experience Consultant

Newcastle Permanent; Newcastle City Council; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Health & wellbeing

Lifestyle & giving back

Professional advancement

Job summary

Newcastle Permanent is seeking passionate and driven Customer Experience Consultants to join our Customer Contact Centre in Newcastle. These full-time roles offer a rotating roster with shifts between Monday to Friday (8 am - 6 pm) and one Saturday shift every four weeks, with a hybrid arrangement once trained.

We value exceptional customer service, strong attention to detail, and ability to thrive in a regulated financial services environment.

Qualifications

• Experience in a Contact Centre or financial services is advantageous.
• Exceptional customer service skills with a friendly approach.
• Strong attention to detail and learning new systems.
• Ability to thrive in a fast-paced environment.
• Experience in regulated environments and applying policies.
• Collaborative team player who supports others.

Responsibilities

• 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.
• Strive towards achieving personal targets.

Skills

Contact Centre exp

Customer service

Attention to detail

Fast-paced environment

Regulated environments

Team player

Job description

We are seeking passionate and driven Customer Experience Consultants to join our dynamic Customer Contact Centre team in Newcastle. These full-time roles offer a rotating roster, with shifts between Monday to Friday (8 am - 6 pm) and one Saturday shift (9 am - 2 pm) every four weeks.

If you're looking to make an impact and grow within a supportive and thriving team, we'd love to hear from you!

Our Customer Experience Consultants are essential to our success at Newcastle Permanent, and their dedication has made a significant impact. We’re looking for motivated individuals who are committed to delivering exceptional customer service. Every day presents new challenges, and we provide comprehensive training to ensure you're fully prepared to handle any customer enquiries. Once trained, you’ll also have the opportunity to work in a hybrid arrangement, offering flexibility in your role.

Learn more here out more about the Customer Experience Consultant here.

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.
• Strive towards achieving personal targets.

What are we looking for?

• Previous experience in a Contact Centre, a background in financial services is highly regarded.
• Exceptional customer service skills, with a friendly and engaging approach to be able to quickly identify customer needs and promote appropriate products and services.
• High attention to detail and proficiency in learning new systems.
• 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 Newcastle Permanent, part of NGM Group, and we’ve been helping customers achieve their financial goals for generations. Our organisation was built by people looking for an alternative to the major banks. As a customer-owned bank, we put our customers first. No shareholders means no compromise. Just great rates, outstanding service and real commitment to the community.

What can you expect from us?

As part of the NGM Group, employees can take advantage of the following work perks:

Health and wellbeing; Fitness passport, corporate health insurance and annual flu vaccination.

Lifestyle and giving back; Hotel discounts, 14 weeks paid parental leave, two community volunteers days and three recreational leave days per year.

Professional advancement; recognition programs and employee referral program.

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.