Manager Customer Service - Contact Centre

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. With virtual channels rapidly evolving, this role is your opportunity to help shape the future of customer experience.

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. You'll be at the forefront of change, driving innovation and delivering seamless service across everyday banking.

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.

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

This is more than a job — it's your chance to be part of something bigger. Join us and help shape the future of customer experience.

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

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!

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. 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.

Applications close: 12 October 2025