Service Advisor - Contact Centre

National Australia Bank; Sydney; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Paid training

Career pathways

Inclusive team culture

In-office role at NAB offices

Job summary

National Australia Bank (NAB) in Sydney is seeking a Service Advisor to join the Personal Direct team. This full-time role offers paid training with at least seven weeks of in-office training, plus ongoing coaching from experienced leaders.

The position provides a clear pathway to a long-term career within NAB and features a rotating roster across 7:00am–10:00pm at either the Docklands or Parramatta offices.

Qualifications

• Strong customer first mindset and passion for delivering genuine service.
• Clear communication over the phone and in writing.
• Ability to learn quickly and manage multiple systems.
• Resilience and focus in a structured, fast paced contact centre environment.
• Professional, reliable attitude with integrity.
• Availability to commit to full-time, office-based training for the first ~7 weeks (Monday to Friday).

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 with attention to detail.
• Resolve issues at first contact where possible; escalate complex matters as needed.
• Deliver high-quality customer experiences with empathy, pace and professionalism.

Skills

Customer service mindset

Clear communication

Multitasking / quick learner

Resilience in contact centre

Professional attitude

Office-based training availability

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.

Join NAB