Manager Customer Service - Contact Centre

Westpac New Zealand; Auckland; On-site; NZD 60,000 - 80,000; Full time

Job summary

A leading bank in New Zealand is searching for a Manager of Customer Service at their Auckland Contact Centre. This role requires strong leadership skills, a deep understanding of financial services, and the ability to drive team performance in a fast-paced environment. Employees will enjoy comprehensive perks including additional leave, development opportunities, and a supportive team culture.

Benefits

4 weeks standard holiday + 5 additional days of wellbeing leave

Additional purchased leave options

Growth and development opportunities

Recognition for star performers

School holiday subsidy

2 Volunteer days per year

Qualifications

• 3+ years of leadership and coaching experience.
• Experience in a fast-paced customer-facing team.
• Knowledge of regulatory obligations and compliance.

Responsibilities

• Coach and empower a large team to deliver exceptional customer experiences.
• Manage resources strategically and meet service targets.
• Lead initiatives for growth, innovation, and transformation.

Skills

Proven leadership and coaching experience

Expertise in managing a contact centre

Strong communication skills

Deep understanding of the financial services industry

Experience driving continuous improvement

Commitment to coaching others

Education

Business tertiary qualification

Job description

Manager Customer Service

Auckland Contact Centre, working one weekend in 9.

Watch this space — the future of client experience starts here. This isn’t just your entry into the bank leadership — it’s the staircase to something greater.

We’re on the lookout for two strong, driven Contact Centre leaders — one permanent and one 12-month fixed term — to lead high-performing teams in our Auckland Contact Centre.

Mō Te Tūranga – About The Role

As a key leader in the Contact Centre, you’ll coach and empower a large team to deliver exceptional customer experiences. You’ll manage resources strategically, collaborate with other leaders, and ensure we meet service and skill level targets.

You’ll also play a pivotal role in leading initiatives that support growth, innovation, and transformation — helping us stay ahead in a fast-changing digital landscape.

Ngā mea kia whai angitū ahau – What do I need to be successful?

To Thrive In This Role, You’ll Bring

• Proven leadership and coaching experience (3+ years)
• Expertise in managing a contact centre or similar fast-paced customer-facing team
• Strong communication, networking, and interpersonal skills
• Deep understanding of the financial services industry
• Experience leading change and driving continuous improvement
• A commitment to coaching and developing others
• A business tertiary qualification (preferred)
• Knowledge of regulatory obligations and a focus on compliance

Westpac Hei Wāhi Mahi | Working at Westpac

In addition to immersing yourself in a supportive team environment, you'll receive some great job perks and benefits including:

• 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
• Growth and development – we provide opportunities for development and promote internal mobility
• Recognition - we recognise and reward our star performers
• School holiday subsidy - help you balance work and family during school holiday
• 2 Volunteer days per year

Ko mātou tēnei | 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.

Tono mai ināianei! | Apply Now! Apply today with your CV and Cover Letter.

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.

Mahi tahi tātou, kaha ake tātou | Together Greater

Applications Close: 12 October 2025