Are you passionate about helping those in need?

Make your mark in our Specialised Care Team!

We have an exciting opportunity for a Customer Relations Specialist, who will be helping our customers “Do their thing” by providing vital support to our Contact Centre. Are you ready to make a real difference to people’s lives?

Working within our Wyong Customer Care HQ, you’ll be part of a dynamic and high profile Specialised Care Team who help our Customer Care Specialists (CCS) by taking calls relating to complex scams and assisting customers who are experiencing vulnerability.

Here’s what our team have to say about us…

"I love the comradery we have within our team, and the ability we have to go outside of process to find different ways to help people in need.”

“I personally find the role both rewarding and challenging, because you take a wide variety of calls and no two days are the same.”

“ING has been incredibly supportive and I enjoy the flexibility we have working on a rotating roster.”

“I’m able to help people and provide the best customer experience using my risk assessment skills.”

If you’re as excited as we are, then keep reading!

This position is Full Time and will require you to work a 7-day rotating roster during the team’s hours of operation: 8am – 9:30pm Monday – Friday, and 9am – 8pm on weekends.

Example of a real life roster:

• Week 1: Monday, Tuesday, Thursday, Friday (8am – 4pm). Sunday (9am to 5pm).
• Week 2: Monday – Friday (11am – 7pm).
• Week 3: Monday, Wednesday, Thursday, Friday (12:30pm – 9:30pm). Saturday (12pm – 8pm).
• Week 4: Tuesday – Friday (12pm – 8pm). Sunday (9am – 5pm).

Our Contact Centre is considered a great talent pool for our wider business and an excellent opportunity for those looking to expand their career with ING.

What you’ll do

• Service a high volume of customer and Customer Care Specialist calls whilst maintaining excellent customer service and satisfaction.
• Handle escalated concerns by providing appropriate & personalised solutions to our customers in a timely manner. This includes detailed investigations, making recommendations and dealing with third parties to achieve resolutions.
• Develop strong relationships with internal and external stakeholders through timely and accurate communication, and continuously finding ways to improve processes for our customers.
• Provide the necessary and relevant assistance to customers who may be experiencing vulnerability, including referring to external support services, demonstrating compassion and exercising the appropriate duty of care.
• Keep detailed and accurate records of customer interactions.

What you’ll bring

• Demonstrated experience working in a fast paced, high volume and challenging work environment is essential.
• Call Centre experience with customers experiencing vulnerability would be highly regarded.
• A passion for helping others, and the ability to communicate with a diverse range of customers showing empathy and understanding vulnerabilities is definitely a plus!
• Excellent stakeholder management skills and experience managing risk and compliance.
• High level self-awareness and immense resilience.
• Self- motivated as well as being able to work well as part of a team.

What’s in it for you?

• 20% penalty rates offered for late shifts finishing after 8pm and time and a half for weekend shifts.
• Annual rest day – an extra day of leave!
• Annual Bank Holiday!
• Encouraged work/life balance, with a flexible combination of work from home and work in office.
• Training and Support to ensure that you begin on the right foot.
• Open and dynamic team and environment.
• Employee Wellbeing Program so that you can be your “Best Self.”
• Regular coaching and mentoring sessions with your Manager.
• Free onsite parking in Wyong with and great facilities onsite and nearby.
• Casual Dress Code – ditch the suit and tie!
• Parental Leave of up to 20 weeks paid leave to eligible employees.

How do I apply?

As part of our application process, please answer the below questions and attach these to your cover letter. We would recommend a 200 word limit per question, but encourage you to maximise the opportunity to make a great first impression.

• We are fortunate enough to receive a high number of applications for this role. We would love to know why you want to be a Customer Relations Specialist and what makes you stand out? What skills do you have that will make you a great Customer Relations Specialist

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• You’ll be assisting our most vulnerable customers and as a result will be exposed to sensitive subjects such as domestic violence, suicidal ideation, homelessness, and similar. Have you had experience helping vulnerable customers before? What is your strategy for maintaining your resilience and keeping a healthy work life balance?

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• You’ll be working in a fast paced, high volume contact centre environment. This position is mainly sedentary and will require you to work to a structured shift schedule while taking up to 30 calls a day. Have you had experience working in a similar environment before? If not, how do you think you would adapt to this work environment?

Discover what our people have to say about working at ING!

https://www.ing.jobs/australia/why-ing/hear-from-our-people.htm

Applications will close on Wednesday, 17th of April – don’t miss out and apply today!

About Us
At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.
When you come to work at ING, you’re joining a modern and progressive team where individuality isn’t just accepted, it’s encouraged. You’ll be surrounded by people who are friendly, inclusive and respectful, who want you to reach your potential. It’s one of the many reasons we’re proud to be an Employer of Choice for Gender Equality.
We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.

Sound like the kind of place you’d feel at home? We’d love to hear from you.
(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)

Need more?

Contact Sabrina Huynh, Sabrina.huynh@ing.com

Still in two minds?

At ING, we celebrate diversity and innovation. Research shows that 60% of women and underrepresented groups may hesitate at this stage, even after starting their application. Don’t miss out on the chance to bring your unique spark to our team - hit submit now! Your fresh perspective is what we’re all about.

Apply