Job Description

Create your best future and join Westpac as a Head of BT Contact Centres.

What’s the role?

This is a pivotal leadership role where you’ll help shape the future of BT’s contact centre experience during a period of significant, enterprise-wide transformation. You’ll be responsible for how we connect with customers and advisers across voice, email, chat and digital channels, while supporting a large, geographically dispersed team through change with clarity and confidence.

Based in Adelaide Tarndanya, Kaurna Country, or Sydney Warrane, Gadigal Country, this is a full-time role with a hybrid model and a minimum of four days in the office. You’ll work closely with leaders and teams across Sydney, Adelaide and Perth to enable consistent outcomes while introducing new ways of working, technologies and processes. Working in partnership with Distribution, Product, Technology, Risk and our external partners, you’ll play a key role in improving customer outcomes, simplifying operations and strengthening a sustainable, future ready contact centre function.

What do I need?

• Proven experience leading and developing high performing contact centre or customer operations teams to deliver efficient, high-quality service
• Strong capability in driving service excellence alongside commercial performance through strategic thinking and performance management
• Experience leading or supporting digital and AI initiatives that improve customer experience and operational efficiency
• Ability to champion a customer first culture, manage complex or high-risk cases, and operate within regulatory or compliance frameworks
• A collaborative leadership style, with the ability to partner with senior stakeholders, lead transformation, and inspire teams to shape the future of the business
• Deep experience in wealth management is essential

Why join us?

We’re obsessed with becoming our customers #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help your grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives

Create your future today

To get started, simply click on the APPLY or APPLY NOW button

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page, under the ‘Diversity, sustainability and flexibility’ section.