Customer Service Representative - Masterton

JobSpace; Wellington; On-site; NZD 52,000 - 64,000; Full time

Benefits offered by this job

4 weeks holiday

Wellbeing leave

Parental leave top-up

School holiday subsidy

Insurance discounts

Superannuation scheme

Career growth

Job summary

Westpac New Zealand is hiring a Customer Service Representative for our Masterton branch on Queen Street. You’ll be the calm voice for customers, helping them navigate online banking, card issues and regulatory requirements with empathy and clarity.

This full-time, permanent role offers a busy, people-centred environment where you juggle priorities, guide digital tools, and deliver practical solutions that make banking simpler for customers and communities.

Qualifications

• Experience in customer service or administration desirable.
• Comfort with digital tools and guiding customers through online banking and apps.
• Ability to manage multiple priorities calmly and effectively.

Responsibilities

• Assist customers with online banking, card issues, and regulatory queries.
• Guide customers to digital tools and resources for self-service.
• Provide clear, empathetic support to resolve issues and leave customers satisfied.

Job description

Customer Service Representative - Masterton

Customer Service Representative, Masterton

Masterton Branch | Queen Street

Full time, Permanent position

Monday to Friday

About the Role

As a Customer Service Representative, you're the person our customers count on in the moments that matter — the calm voice, the problem-solver, the guide who helps them navigate life's financial ups and downs with confidence. You'll be the first friendly face (or voice) they meet, taking action now to create better futures for our customers, our communities, and Aotearoa. Every interaction is a chance to make banking simpler, and easier — and you'll be empowered to do exactly that.

No two days look the same. One moment you're helping someone get back into their online banking, the next you're supporting a customer through a tricky card dispute or giving clarity around regulatory requirements. You'll bring curiosity, care, and a can-do mindset to every conversation — solving problems on the spot, guiding customers to the right digital tools, and making sure they leave feeling heard, supported, and reassured.

If you love people, love problem-solving, and want to make a real impact every day, this is where you'll thrive!

What will you bring?

We're looking for customer-obsessed superstars — people who light up when they're helping others, who thrive in fast-paced environments, and who bring energy, empathy, and curiosity to every conversation. Maybe you're a recent graduate, or maybe you've built your customer skills in another industry and you're ready for a new challenge. What matters most is your passion for people, your digital confidence, and your drive to grow your career with a team that backs you to succeed. You'll bring:

• A strong background in customer service or administration, with a genuine love for helping people
• Confidence using digital tools and the ability to guide customers through them with ease
• The ability to juggle multiple priorities while staying calm, composed, and solutions-focused
• An understanding of financial services, compliance, or regulated environments (or the willingness to learn)
• A natural talent for problem-solving and adapting quickly to changing customer needs
• A growth mindset, a desire to build a long-term career, and the drive to deliver great outcomes every day

Working at Westpac

As well as immersing yourself in a supportive team environment, you'll be offered some of the best banking, and lifestyle benefits in the market along with:

• 4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best
• Additional purchased leave options up to 4 weeks per year
• Banking benefits, insurance discounts and superannuation scheme
• Career growth – we promote internal capability; we have programmes that recognise star performers
• Generous parental leave – and top up government paid parental leave
• School holiday subsidy - help you balance work and family during school holiday
• Environmental and community care programmes

Our Organisation

At Westpac, we're working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we've been driven by our purpose to Create Better Futures Together.

What makes us unique are the incredible people we're lucky enough to have walk through our doors every day. The giant 'W' on our building doesn't just stand for Westpac – it says, double you. We're a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We're recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they'll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.