Customer Experience Consultant

• Dynamic and energetic team based in the heart of Newcastle
• Permanent full-time opportunity
• Join a customer and community focused organisation

We are seeking a passionate and driven Customer Experience Consultant to join our dynamic Customer Contact Centre team in Newcastle. This full-time opportunity offers a rotating roster, with shifts between Monday to Friday (8 am - 6 pm) and one Saturday shift (9 am - 2 pm) every four weeks.

We’re looking for individuals who thrive in a digital environment, communicate with clarity, and apply critical thinking to solve problems on the go. In this role, you'll manage multiple systems, navigate complex queries, and deliver seamless support across a variety of channels. If you enjoy staying one step ahead and keeping customers at the heart of what you do, this is the role for you. Every day presents new challenges, and we provide comprehensive training to ensure you're fully prepared to handle any customer enquiries. Once trained, you’ll also have the opportunity to work in a hybrid arrangement, offering flexibility in your role.

What will your key responsibilities include?

• Serve as the first point of contact for customers, providing a friendly, professional, and positive experience over the phone.
• Proactively identify and assess customer needs, offering tailored solutions and providing exceptional support across our full range of products and services.
• Accurately complete tasks across multiple systems and channels.
• Manage time, workload, and service quality during high-volume or high-pressure periods.
• Apply practical judgement to deliver outcomes that balance compliance with customer experience.
• Strive towards achieving personal targets.

What are we looking for?

• Previous Contact Centre experience; financial services background is highly regarded.
• Engaging approach to be able to quickly identify customer needs and promote appropriate products and services.
• Actively listens and responds with empathy while maintaining emotional boundaries.
• Thrives in a fast-paced environment, managing time and tasks without compromising on quality.
• Performs well under pressure and works collaboratively with team members.
• Confident navigating multiple systems with accuracy, ensuring both efficiency and compliance.
• Comfortable working within regulated environments, effectively applying policies and procedures.
• Ability to communicate financial product and regulatory information clearly and confidently.

What can you expect from us?

As part of the NGM Group, employees can take advantage of the following work perks:

Culture and Connection; Inclusive environment, and 24/7 support for your health and wellbeing and access to Fitness Passport

Growth and Opportunities; Formal accreditation and training to support on the job needs, access to ongoing development programs workshops, free access to LinkedIn Learning and employee referral program.

Meaningful Work; Two community volunteer days and three recreational leave days per year in addition to annual leave and 18 weeks paid parental leave.

Other benefits; Hotel and corporate health insurance discounts and annual flu vaccinations.

About us

We’re Newcastle Permanent, part of NGM Group, and we’ve been helping customers achieve their financial goals for generations. Our organisation was built by people looking for an alternative to the major banks. As a customer-owned bank, we put our customers first. No shareholders means no compromise. Just great rates, outstanding service and real commitment to the community.

NGM Group is committed to delivering trusted banking to enable our customers and communities to thrive. We do this by leading with heart, doing the right things in the right way, and by maintaining high standards of ethical behaviour in everything that we do. All applicants are therefore required to undergo a skills assessment, comprehensive background check, Bankruptcy Check and a National Police Check.

We are also working to reflect the vibrant communities we serve. We believe in creating an inclusive, diverse, and supportive workplace where everyone can thrive. If you require adjustments to be made during the recruitment process or would like to discuss any accessibility requirements, your Talent Acquisition Partner will be happy to engage in a confidential discussion and assist. Your unique talents and perspectives are what make us stronger.