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Heritage Bank’s Toowoomba–based call centre is a job–generator for the local area
HERITAGE Bank’s national call centre is based right here in Toowoomba, providing many young job seekers from the region with the perfect introduction to a career in banking.
While other organisations have moved their call centres overseas, Heritage has dedicated an entire floor of its Head Office building in Toowoomba to the vital service.
The call centre now has a team of 65 staff to help customers around the country with a huge variety of issues.
The team handles 30,000 calls a month, and the average time to answer a call is less than 60 seconds.
Given the high demand for around the clock service, the centre is currently trialling 24/7 operating hours and aims to officially launch extended hours in December.
Heritage’s call centre manager Narelle Case said the call centre provides a great starting point for people looking to embark on a banking career.
“The average age of people in our call centre is under 25,” she said.
“In fact, for many people, it can be their first job after they finish school.
“It’s a great way to enter the industry for those with no banking experience, because you get exposure to the whole range of products, services and issues that people can have.
“Of the staff who leave their job here, 75 per cent go on to a job in another part of Heritage.
“They are in demand because spending time in the call centre is a fantastic way to learn the ropes and gain an insight into the world of financial institutions.”
Ms Case said one of the appeals of working in the call centre was the amount of effort that went into making it a fun place.
“It’s a really fun, high–energy environment with plenty of laughter and a very strong team spirit,” she said.
“We put a lot of emphasis on activities that reinforce those bonds and that put a smile on people’s faces.
“Our staff often put social sports teams in local competitions or do charity work together because they form really strong friendships here.”
Ms Case said call centre staff found enormous job satisfaction in helping customers with their important banking needs.
She said many callers really enjoyed being able to talk to someone based in the same country and with plenty of local knowledge.
“Heritage prides itself on being a people first organisation,” she said.
“Our staff are absolutely passionate about providing great service to customers who contact us.
“For many people outside our physical branch footprint, the call centre is the main way they interact with Heritage.
“We have to be able to deliver the kind of personal, friendly and expert service they deserve.
“It’s really satisfying to know that you’ve been able to help out a customer who might be dealing with stressful and tricky financial issues.”