Customer Service & Operations (CS&O) Graduate Program
What you can expect
To create better futures together takes everyone working towards this common goal for our customers. We need to place our customers at the heart of everything we do. All decisions. All processes.
We’re passionate about service and helping our customers succeed by using our customer insights, data and technology, to design and deliver great customer experiences at scale.
We are responsible for solving the complex needs of our customers, and our program will help you to develop your project management, operational and critical thinking skills, whilst allowing you to bring your fresh perspective and ideas to the ways in which we support our customers now and, in the future.
You will understand the root cause of customer issues and will help us solve those problems through transformation of our processes and systems. This program will give you a behind the scenes tour of the eco-system of the bank, and the ability to experience how all aspects of banking fit together to create great customer service.
The important information
- 12 - 15 month program with 3 x 5 month rotations
- Locations
Sydney, NSW and Adelaide, SA
- Rotation areas
Some of the areas our graduates may rotate through include the following:
Group Operations
We perform the banking operations for the Westpac group and deliver operational excellence and support for our customer facing businesses. We are responsible for the deployment of specialised capabilities to help our customer facing business identify, design, and deliver process transformation according to best practice and digital roadmaps.
Customer Solutions
Our Customer Solutions team play a key role in delivering on our Group Strategy and are focussed on solving problems and helping our customers at critical moments of truth. We are responsible for complaints, remediation, vulnerable customers, estate management, Customer Assist (collections, hardships, and recoveries) data analytics and remediation advice.
These critical customer moments might be where we have made a mistake, or where customers have been impacted and Westpac can help, and the service customers receive in that moment can make or break our relationship with them.
We also work to identify, manage, report, and mitigate the risk of financial crime and fraud to help keep our customers and communities safe from these acts. Fraud, Scams and Major Investigations is a critical front-line team who support our customers in their time of need when they have experienced fraud or scams.
Our enabling functions (Fraud & Scam Enablement, Quality Assurance & Risk, and Fraud & Financial Crime Insights) work to ensure our operation is running smoothly, with mitigated risk, to a very high standard and that our people are adequately supported in their roles.
Future career opportunities
Some examples of areas where our Customer Service & Operations (CSO) graduates are now in:
- Process re-engineering and simplification
- Business Analysis & Change Management
- Program & transformation delivery
- Customer Experience and Service
- Operations
- Operational management of processes and systems
Who we want
The Customer Service & Operations (CSO) graduate program will offer you an accelerated pathway to develop your foundational skills for an exciting career in banking. We are seeking graduates with a passion for customer service and experience, process improvement, simplification, digitisation, and welcome graduates from all disciplines. We are looking for the future thought leaders and people leaders for our company.
What our graduates have to say
I studied a Bachelor of Science (Majoring in Human Structure and Function and Neuroscience) at the University of Melbourne. Outside of work you'll often find me going for a run, experimenting with new cooking recipes or travelling to a new destination.
I applied for the Westpac Graduate program because I was eager for a new challenge and keen to dive into an unfamiliar field. The programs diverse rotations offered a wealth of experiences and skills ultimately allowing me to confidently make the decision about where I wanted to pursue my next role.
Since rolling off the program…
I joined the Service Excellence team as a Portfolio and Change Analyst. Each day presents different tasks, ranging from coordinating the logistics of a training program rollout within Customer & Corporate Services to incorporating the new values and behaviours of the Service Promise program, and supporting the onboarding of new team members.
Hannah, 2023 Graduate and now part of Customer Solutions
Eligibility and how to apply
We’re looking to fill our programs with original thinkers and innovators from all degrees of study. We embrace diversity, recognising the value people bring to us with their individual differences, qualities, ideas and insights.
To apply for our graduate program:
- You must be in your final year of study of a university degree
- You can have completed an undergraduate or postgraduate degree but it must be no more than three years ago
- You also need to be an Australian or New Zealand Citizen or an Australian Permanent Resident when you apply.
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