Customer Service Specialist

7 months ago

Sydney, Australia Westpac Banking Corporation Full time

Customer Service Specialist - Incident Response
- **Unique Entry Point into A Specialist Field for those with Customer Service Skills**:

- **12 month opportunity**:

- **Location - Kent Street Sydney (WFH options available once training completed)**:

- **Rotating roster on a monthly basis 8am-8pm**

**How will I Help?**

Our Group Protective Services (GPS) team provides trusted services to the Westpac Group to protect our people, our customers, and our stakeholders. This is achieved by providing specialist advice in the areas of safety and security and overseeing & monitoring the security, preparedness, and continuity of the business. This role sits within the WIRC (Westpac Incident Response Centre), which operates 24/7 and provides security and incident & crisis support services to the business.

**Key Accountabilities**:

- Effectively respond to and manage all security alarm activations & security incidents.
- Respond to phone calls requesting assistance and requests to report incidents.
- Manage written correspondence directed to the WIRC.
- Process requests for security guards, site access requests and other process related requests from the network.
- Monitor the operational performance of security equipment and raise service calls to repair security equipment.
- Co-ordinate law enforcement, emergency services and support services as required.
- Monitor News & social media channels & escalate potential impacts to Westpac employees, customers, assets, and operations.
- Collate data and publish daily operational reporting.
- Prepare and publish Daily Hazard Reporting including highlights on emergency management related issues that may impact Westpac branches and corporate sites.
- Support the Westpac Cybersecurity Coordination Centre with detection and triaging of potential cyber related breaches.

**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 grown, 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?**
- Excellent customer service skills and experience
- Active listening skills & the ability to extract relevant information
- Strong prioritisation and organisation skills
- Ability and proven track record in working under pressure & in stressful situations
- An ability to effectively switch between multiple systems while helping impacted colleagues
- Ability to identify growth and continuous improvement opportunities.

**Please note: your flexibility will be required with a rotating roster on a 4 week cycle between the hours of 8am and 8pm.**

If you have a passion for helping people, working independently and a customer oriented mindset, then we would love to hear from you

**What's it like to work there?**

We aim to provide one big, supportive team of people to help us achieve our purpose of creating better futures together. Working with us you'll discover new ways of working, and an exciting range of roles to showcase your skills. As an equal opportunity employer, we're proud to have created a culture where people can be their best, in an environment that values diversity and flexibility. And one where everyone belongs.

**How do I Apply?**

Start here. Select the APPLY or button.

**Do you need reasonable adjustments during the recruitment process?**

Job ID 300001238397674

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