Service Advisor - Contact Centre

National Australia Bank; Sydney; Hybrid; AUD 55,000 - 70,000; Full time

Job summary

National Australia Bank (NAB) invites applicants for a Service Advisor role in Sydney. This full-time position includes paid training with at least 7 weeks in-office, Monday to Friday, and a clear pathway to a long-term career.

You will take inbound calls from NAB customers, understand their needs, navigate multiple systems with accuracy, and deliver empathetic, high-quality solutions on first contact whenever possible.

Qualifications

• Strong customer-first mindset with a genuine service focus.
• Clear verbal and written communication with customers.
• Ability to learn quickly and adapt to multiple systems.
• Resilience in a structured, fast-paced contact centre.
• Professional, reliable attitude and dedication to doing the right thing.

Responsibilities

• Take inbound calls and support NAB customers with enquiries across products and services.
• Understand customer needs through quality conversations and provide clear, effective solutions.
• Navigate multiple systems accurately while maintaining attention to detail.
• Resolve issues at first contact where possible, escalating complex matters as needed.
• Deliver consistent, high-quality customer experiences with empathy, pace and professionalism.

Skills

Customer-first mindset

Clear communication

Ability to learn quickly

Multi-system navigation

Resilience

Job description

• Launch a rewarding career with NAB through paid training, ongoing coaching and the support of experienced leaders who are invested in your success.

• Enjoy flexibility that works for you with a rotating roster across Monday to Sunday, 7:00am to 10:00pm, in a full-time role based in either our 700 Bourke Street office in Docklands or our 3PS office in Parramatta

• Make a genuine impact every day by helping customers with their banking needs while enjoying NAB's employee benefits, career pathways and inclusive team culture.

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of Service Advisor, you will join the Personal Direct team that’s doubling down on customer obsession.

Each day, you’ll go above and beyond to:

• Take inbound calls and support existing NAB customers with enquiries across products and services, including digital messaging where required

• Understand customer needs through quality conversations and provide clear, effective solutions

• Navigate multiple systems accurately while maintaining attention to detail

• Resolve issues at first contact wherever possible, escalating more complex matters when required

• Deliver consistent, high-quality customer experiences with empathy, pace and professionalism

This role is fully paid training with at least7 weeks full-time, in office, Monday to Friday, with Mondays continuing as a required workday ongoingand supportive leaders with a clear pathway to build a long-term career at NAB. Part-time opportunities may be available following the successful completion of the training and embedment period.

We’re looking for the best and brightest to deliver the best for our customers. You’ll need:

• A strong customer first mindset and passion for delivering genuine service

• Clear communication skills and confidence speaking with customers over the phone and via written messaging

• Ability to learn quickly and manage multiple systems at once

• Resilience and focus in a structured, fast paced contact centre environment

• A professional, reliable attitude with pride in doing the right thing

• Availability to commit to full-time, office-based training for the first ~7 weeks (Monday to Friday)

A diverse and inclusive workplace works better for everyone

We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

For details on the recruitment process, and accessibility, please visit https://www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team, via [e-mail] (please reference job number) or visit our Careers page through the link above for other contact options.

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