Team Leader

1 week ago

City of Mitcham, Australia Westpac Group Full time

Customer Assist Leader – Indigenous Identified Role)

  • Full time | Permanent
  • Bedford Park, Adelaide

How will I help?

Westpac is always on the lookout for Aboriginal and Torres Strait Islander identified job seekers to Join Our Mob.

Are you looking for a career that can really make a difference and have an impact in people's lives?

As a Team Leader in Customer Assist your key focus is to lead a team to learn, develop and continually grow to deliver effective outcomes that ensure the right solutions for our customers in financial difficulty and maximize commercial outcomes for the business.

You will lead your team to be motivated, driven and passionate about delivering a superior service experience, meeting customer needs and balancing commercial outcomes

Some key responsibilities include but not limited to:

  • Lead a team by motivating, driving, and delivering a superior service experience, meeting customer needs, and balancing commercial outcomes
  • Drive customer sentiment through assessment and coaching of quality customer needs conversations, ensuring the expressed and unexpressed customer needs are achieved
  • Model the "Be Better Every day" behaviour and have a growth mind set in daily interactions with your team, peers, management, and customers.
  • Sharing key learning's from cases with the broader team, driving a culture of ongoing process improvement and development of timely, policy-appropriate, and commercially sound decisions

What's in it for me?
You'll play a significant part of the future of a business that has been around for 200 years. Our purpose is creating better futures together. So, we'll back you in the development of your career, internal career prospects, and flexible working. You'll also keep learning to grow, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

What do I need?

  • Demonstrated leadership experience delivering exceptional customer service in a contact centre/customer centric environment
  • Customer-focused mindset and a commitment to providing excellent customer experiences
  • Strong communication skills
  • Manages self, works well under pressure & ability to manage competing priorities
  • Demonstrated interpersonal and collaborative relationship skills
  • Ability to liaise with internal and external stakeholder to implement, maintain and improve key strategic initiatives in line with Customer Assist strategy
  • High level attention to detail
  • Strong influencing & negotiation skills

What is it like to work there?

We aim to provide one big, supportive team to help us achieve our purpose of creating better futures together. As well as competitive remuneration and a great culture, joining the Westpac family means you will have access to banking, wealth, and insurance benefits.

How do I Apply?

Start here. Select the APPLY or APPLY NOW button.

At Westpac we are committed to providing a supportive culture and creating diverse, inclusive, and accessible workplaces, branches, products and services for our customers, employees, and community. This role is open to experienced candidates seeking a discussion around workplace flexibility. We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, and Indigenous Australians to apply. If you have questions about the recruitment process, please email

Do you need reasonable adjustments during the recruitment process?

We can provide reasonable adjustments for individuals with disability and/or neurodiversity. If you require an adjustment to be made during the recruitment process at any stage, please call Option 2.3 or email

Reconciliation at Westpac Group

Our vision for reconciliation is an Australia where Aboriginal and Torres Strait Islander peoples have equitable economic participation and financial wellbeing. We seek to achieve this by listening to, learning from, partnering with, and elevating Aboriginal and Torres Strait Islander voices.

At Westpac Group our aim is to help Aboriginal and Torres Strait Islander Australians succeed by valuing culture, helping Indigenous employees build meaningful careers, providing better banking experiences for our Indigenous customers, and backing Indigenous business.

Westpac has been granted an S126 Exemption to sections eight (8) and fifty-one (51) of the Anti-Discrimination Act 1977 (NSW); this allows us to advertise and recruit this role exclusively to Aboriginal and Torres Strait Islander applicants.

Westpac Group acknowledges the Traditional Owners as the custodians of this land, recognising their connection to land, waters and community. We pay our respects to Australia's First Peoples, and to their Elders, past, present and future.


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