Manager Customer Service

JobsCloseBy Editorial Insights

Westpac is seeking a Manager Customer Service in Wellington, onsite, to lead the Everyday Banking contact centre functions and drive your team’s performance for consistent customer success. You’ll manage a high‑volume, customer‑facing operation, optimise staffing, and partner with other leaders on workforce planning and key initiatives. The role involves oversight of the Auckland Contact Centre at Takutai Square and requires one weekend in nine. To be successful you’ll bring 3+ years of proven leadership in a contact centre or similar setting, strong coaching, regulatory awareness, interpersonal skills, and financial services knowledge; a business degree is preferred. Apply with CV and cover letter, highlighting measurable outcomes, coaching successes, and change leadership; applications close 26 January 2026.

Manager Customer Service

• Auckland Contact Centre – Takutai Square
• Working one weekend in 9

Mō te Tūranga – About the role
The Manager Customer Service leads key Contact Centre functions within the Everyday Banking team and is responsible for driving performance of your team members to ensure our ongoing business and customer success.
 

This role will be focused on leading a contact center team to deliver a seamless customer experience, as well as keeping your eye on resource management and working with other people leaders to effectively utilise available workforce to achieve required service and skill level. You will also be required to lead key initiatives to support growth and innovation.

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

Your demonstrated knowledge of relevant regulatory obligations is a key part of this role, ensuring that our processes and procedures remain compliant whilst operating efficient and effectively. In addition to this you will have:

• Proven recent experience (3+ years) as a successful leader 
• Commitment to and demonstrated coaching ability
• Demonstrated expertise in management of a contact centre environment, or similar high paced customer facing team
• Highly developed interpersonal, networking and communication skills
• Expert knowledge of the financial services industry
• Demonstrated experience in leading change
• A business tertiary qualification preferred

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
• Banking benefits, insurance discounts and superannuation scheme
• 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. 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!

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. 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. 

Mahi tahi tātou, kaha ake tātou | Together Greater

Applications close: