Customer Service Consultant

About the Role

Our BOQ Group contact centres have exciting opportunities for motivated and passionate customer service professionals to join a caring, fun and high energy team. As a Customer Service Consultant with BOQ Group, you will be servicing the needs of our customers across all our banking products at our Melbourne CBD contact centre. The role is phone based and all our calls relate to enquiries from our BOQ customers.

It’s a fun, customer centric environment where there’s heaps of support and focus on career development. Our contact centre is open 8am – 8pm Mondays to Fridays and 9am – 5pm on Saturdays, so you’ll need to be available during those times (we’re closed on Sundays and National Public Holidays). At BOQ Group we are dedicated to providing you with all the training and support you need to become proficient in role.

You’ll start off in the classroom, where you’ll learn everything you need to know to get you started, then you’ll join the team where you’ll be on the phones taking calls in a supportive environment with ongoing training, until you able to take calls across all our products at BOQ, providing the best possible customer service at the same time.

About BOQ Group

BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees. Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist) each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

Our inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve. In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

About You

Has banking always interested you? Maybe you’ve spent the majority of your career in retail, contact centre or customer service and are looking to transfer the skills you’ve gained into a different industry where you can build a career? You’ve got the customer service skills and we’ll provide the training that you need to succeed.

In this role the three most valuable skills (aside from customer service and a positive attitude) that we are looking for in successful people are:

• Resilience – every call is different; every customer is different – treat every call like it’s the first call of the day
• Dedicated and reliable – if your shift starts at 8, be ready to take your first call at 8
• Exceptional communication skills – you need to be a good listener, articulate and speak in a way that is respectful and professional

Benefits

Our comprehensive benefits package is designed to enhance your well‑being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:

• Flexible working arrangement – balance your work and personal life with ease
• Discounted financial products – enjoy exclusive rates on our financial services across the Group
• Salary sacrificing options – maximise your take‑home pay with our salary packaging options
• Paid parental leave with no minimum requirements – spend quality time with your new family member without any worries
• Purchase additional annual leave – need more time off? You can buy extra leave days
• Discounted private health insurance plan – take care of your health with our special rates
• Employee Assistance Program (EAP) – access confidential support for personal and professional challenges for you and your family
• Access to employee network groups – connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups
• Pride in Diversity membership – we are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index

Equal Opportunity and Inclusion

BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply. We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities.

When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process. BOQ Group embraces an inclusive culture where we all belong. We are committed to creating a workplace where everyone feels valued and supported.

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