Service Support Consultant

2 weeks ago

Melbourne, Victoria, Australia Bank of Queensland Full time

About the Role

Reporting to the Head of Customer Contact ME, the key purpose of this role is to support Team Leaders and Head of Customer Contact by performing all administrative tasks required to run an efficient, compliant and cost-effective business.

My main focus will be to perform but not limited to the following duties:

  • Manage completion of Quest and Kaplan. Working from the monthly report, engage workforce planning to schedule outstanding training to avoid overdue/non completion of training.
  • Annual Leave and Excessive leave. Work from the monthly report to ensure that all consultants have their 10 days booked and meet the yearly, 20 days threshold.
  • Leave Audits. A monthly task to ensure all leave has been input into Workday. A report is generated which provides details on where the gaps exist.
  • Ageing Complaints monitor the daily report to ensure that all leaders and consultants with outstanding complaints resolve within 5 days.
  • Squads. Manage the squad list with the input of Team Leaders.
  • TL Roster. A weekly task to ensure that we have TLs scheduled at all opening times and on Saturday.
  • Upskills. Managing the skill matrix and with TL engagement providing names of people to be upskilled by skill, liaise with the trainer arrange training space (room, remote or on floor).
  • Proficiency Hubs require coordination both with finding the space and allocating the right people to support the trainees. This resource would fulfil the administrative requirements to ensure a wellorganized pro hub.
  • Recruitment. Work with Workforce Planning, Talent Acquisition and Capability to coordinate intakes and ensure that new recruits are ready to commence.
  • Lead process improvement initiatives in the Contact Centre.

About you

Our successful Service Support Consultant will:

  • Deliver work which has a positive impact on the outcomes of the team, business unit and the bank more broadly.
  • Respect and value the diverse experiences and insights of others to promote an inclusive environment.
  • Overcome differences with professionalism and collaborates with colleagues to ensure productivity.
  • Quickly solve business problems using past experience, and available data.
  • Communicate with openness and transparency to ensure clarity and efficiency.
  • Utilise data and analyses effectively to provide valuable insights.
  • Follow through and meets personal commitments to others on time.

About Us

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.


BOQ Group's 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.


Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

Our Perks

  • Flexible working arrangements
  • Discounted financial products
  • Salary sacrificing options
  • Paid parental leave with no minimum
  • Purchase annual leave
  • Discounted private health insurance plan
  • Employee Assistance Program (EAP)
  • Access to employee network groups focused on First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers and accessibility
  • BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

How to Apply
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.


If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act.

These checks may include, but are not limited to:
identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

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