Customer Service & Operations (CSO)
Where meaningful work drives real change – supporting customers and communities to thrive through every experience, every day.
What we do for our customers
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.
Solve complex customer needs while growing your project management, operational, and critical thinking skills—bring fresh ideas to shape the future of customer support.
Understand customer issues and help transform systems and processes. Get behind-the-scenes insight into how all parts of the bank work together to serve customers.
Important information
Some of the areas our graduates may rotate through include the following:
Group Customer Operations
Our Group Customer Operations (GCO) team is at the heart of banking at Westpac. With a workforce of more than 5,000 people across Australia and offshore we are responsible for delivering operational excellence and support for our customers and teams who interact with customers through every stage of the banking journey – from onboarding and settlements, to servicing and day-to-day transaction support across Mortgages, Business Lending, Consumer Finance, Transactional Banking, and Institutional Banking.
As well as delivering consistent and high-quality outcomes for Westpac customers our teams play a crucial role in identifying and implementing process improvements, supporting digital transformation, and embedding best-practice operational design.
Customer Solutions
To create better futures together takes everyone working towards the common goal for our customers. We need to place our customers at the centre of everything we do. All decisions. All processes.
In Customer Solutions (CS) we manage some of the critical moments of truth for our customers including: dealing with the loss of a loved one, when a customer is in financial difficulty or hardship, customers experiencing domestic and family violence and customer complaints.
It is important we are there to help customers during these times, to provide a caring customer experience in these critical moments.
15-month program with 3 x 4-month rotations and micro experiences.
Sydney, NSW and Adelaide, SA.
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.
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
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 must have completed an undergraduate or postgraduate degree within the past three years.
- You also need to be an Australian or New Zealand Citizen or an Australian Permanent Resident when you apply.
What you can expect
When you start
You’ll start with us as a permanent employee in February each year. Your program will vary based on the business area where you choose to work.
Throughout the program
We’ll provide loads of learning and support to help you make the most of the experience. The program is structured to help you identify your focus areas. Tailored training sessions build and strengthen your technical and soft skills - accelerating your personal and professional career development.
Day-to-day
You’ll complete a rotational program to help you to learn about different parts of your business area. It’s packed full of different roles, teams and project experiences. At the end of your program, you’ll be supported to find a role that best suits your capabilities and interests.
Expect to contribute from day one and have an impact on the business.
Expect plenty of opportunities to get involved in grad life where you can build your networks and friendships with those you work with, including business leaders, project leads and program sponsors.
Expect to be able to give back. Join numerous communities, volunteering and sustainability initiatives - rounding out your whole work life experience.
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. Recently, I have taken on a new role as a Capability Manager.”
Hannah, 2023 Graduate and now part of Customer Solutions
Explore other graduate programs
See all Graduate and Summer Intern programs.
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