Team Leader, Digital Chat
Department: National Business Centre
Division: Australia Commercial
Location: Melbourne
About UsAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the RoleThe main purpose of this team is to acquire & grow Business Owner customers by connecting and helping new and existing customers with their application queries through the unauthenticated live chat channel (currently located on ANZ Apply, Go Biz and the Asset Finance quoting tool). Live chat has also recently launched to support customer general queries on the Asset Finance product page on ANZ.com with a view to expand through to more product pages. The team are responsible for troubleshooting, supporting, redirecting, and providing quality referrals to our partners within the NBC as well as feeding customer insights from direct customer verbatim through to our stakeholders to improve and enhance digital commercial services.
Banking is changing and we're changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you'll be building your future, while helping to build ours.
Role Type: Permanent
Role Location: Melbourne
Work Hours: Full-time What will your day look like?In a typical day or week you will:
Develop and grow bankers using NWOL practices to attract, retain, coach, develop and motivate staff for optimum performance to drive deliverablesReview banker's conversation and practising skill builders to improve the customer experience, ensure QA framework is being metPrioritising workflow and managing an operating rhythm to ensure a consistent balanced approach managing customer Live Chat conversations as well as the review and optimisation of Live Chat service to enhance the service for our commercial customersCollaborate with internal stakeholders and team members to solve complex problems aiding a smooth experience for our customersEmbrace, drive and support change both for Live Chat as well as within broader NBC strategiesContinuously build stakeholder relationships to refer insights that can support our digital services with direct customer verbatimWhat will you bring?To grow and be successful in this role, you will ideally bring the following:
A customer centric mindset focused on delivering a world class experienceExperience in coaching, leading & engaging high performing teamsProven track record in driving customer outcomesGrowth mindsetAbility to drive and track financial targetsAbility to build and leverage relationships across a broad stakeholder groupYou're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.
So why join us?From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.
We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.
To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 82331.
Job Posting End Date
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