About our Contact Centre

Our Contact Centre is at the forefront of our relationship with customers and plays a key role in delivering on our promise to be truly customer-connected. As our customers’ needs change, we will too; growing our technological solutions to enable people to connect with us in multiple ways in the future. We are committed to investing in our people, so our customers always receive the best possible experience.

In an increasingly ‘virtual’ world – where customers want to connect with us over the phone, through their mobile device, online, message or by email – it’s Consumer Connection that brings the ‘human element’ to these transactions. In Consumer Connection we aim to create service excellence for our customers. We deliver product and service solutions, sales and service that helps acquire and retain customers – and encourages them to do more with us. As a team, we support one another and lead by example. Our strong customer commitment is underpinned by our values and the expectations we have of each other.

About the role

You'll be part of a dynamic, connected, and fun environment, working with a range of customer consultants, lending specialists and team leaders. You'll answer customer calls, respond to customer emails, and web requests, and get involved with a range of customer campaigns and initiatives. The Customer Consultant is the voice of Consumer Connection in both call and digital interactions with our customers. The role connects customers with products and services, making their interaction with our business easy and seamless. 

The Day-to-Day requirements of our Consultants; 

•  Respond to customer phone calls, emails and online web messaging within acceptable timeframes, delivering service excellence for each and every customer
•  Listen to and understand our customers’ needs and present solutions and identifying opportunities for growth and follow-up until enquiry is fully closed
•  Apply relevant policies and processes to complete all outstanding work
•  Make sure all fees are applied to accounts as per the bank’s fee collection policy
•  Ensure you are on time, ready and available to respond to customers

No experience with the above? Please keep on reading! At Bendigo Bank, we want you to shine!  You bring your brilliant mind, and we’ll help you take your learning to the next level with our on-the-job training and internal and external development opportunities.

About you

Our Customer Consultants come from a vast and varied range of “people person” career backgrounds. Including reception/admin, hospitality, retail, hair/beauty, care, contact centre, insurance, and other financial services. 

Great customer service is in your DNA. Your ability to multi-task, type and talk simultaneously will assist you to quickly meet our customer’s needs. A resilient person with a positive outlook to your work is essential to remain adaptable and flexible as our business continues to grow. Whilst most of this role involves inbound communication channels, you will have a natural sales aptitude and be comfortable educating and offering new products and services to our customers to best suit their needs. 

The important stuff

• This position requires you to commit to a working roster that includes Saturdays, Sundays and evening work. If that is not suitable for your circumstance, this is not the job for you. Check out our career’s website for other opportunities!
• When applying for this role, on your application form please clearly outline your availability during the span of our operating hours 8am to 9pm Monday to Friday and 9am to 8pm Saturday & Sunday. 
• Successful candidates will commence employment Tuesday, 1^st July 2025. There will be full-time training for 6 weeks to ensure you’re ready to jump on the phones and confidently assist our customers. This training is compulsory, and you must attend in person at our Ipswich office, hours are 9:00am to 5:00pm.
• This position is based out of our Ipswich Head Office, after the completion of training and probation, there will be the option to work a maximum 40% of your work week at home.

This role is permanent, full-time based at our Ipswich Head Office.

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!

We don’t want you to be missed, so please note that directly emailed CV’s may not be picked up by the system and may risk being missed from the process.

Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

Please contact the Recruiter for this vacancy for a confidential discussion if there are any concerns meeting this requirement during the application process, or if you would like to discuss the position further.   

Recruiter Name:   Natalie Cornell – Senior Talent Acquisition Advisor
Recruiter Email:   Natalie.Cornell@bendigoadelaide.com.au

For more information, check out the Application Process for Internal Candidates page.  

A full Position Description can be reviewed here -  PD - Customer Consultant (02.09.24).pdf