7AM
I’m an early riser, so by 7-7:30am I’m on the train into the heart of Sydney's Darling Harbour. Before heading into the office, I get my morning essential – coffee.
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Caffeinated and prepared to seize the day, I have a chat with the team and ease into my morning.
We work in an agile environment, so you get to choose your desk daily. It’s a great way to network with different people across the business.
8AM
Time to get straight into my first call. We operate in a fast-paced environment, so calls can drop in within seconds of each other depending on volumes.
Every call is unique and it’s important to remain focused, actively listen, problem solve, communicate clearly and remain calm under pressure. I’m taken out of my comfort zone every single day.
The normal operating hours of the contact centre are 8am to 7pm. I can speak to up to 50 customers per day. As an Equities Associate, our focus is on educating clients on our products and services. This often involves identifying opportunities to help our customers to be more confident, active, and knowledgeable in their trading.
9AM
After taking on my first couple of calls for the day, I jump off for a quick morning huddle to connect with my team. Morning huddles are a great place to check in and see how everyone’s tracking, discuss what’s going on and ask questions.
The contact centre promotes fast-paced interactions and you get to work with individuals from so many different teams, cultures and backgrounds. From managers to back office teams, everyone is really easy-going, collaborative and motivated.
The team culture is one of the reasons I love coming to work.
10AM
It’s time to head back onto the calls. It’s hard to predict the type of calls you’ll encounter, however from day one you’re provided comprehensive training to fully equip you for the role. CommSec encourages professional growth by providing a wealth of opportunities for progression and development across the business.
Supportive mentors, managers and colleagues have continued to help me to be myself. Here, you’re encouraged to express your personality, helping to give our customers an insight into who the person is on the other end of the phone.
1PM
After lunch, it’s time to head back to the phones.
I usually take some time between calls to catch up on emails that need to be actioned by the end of the day. I like to make sure my customers have received that 360 service for all their enquiries.
2PM
At this point of the day I’m usually craving a snack. One of the great things about working from the office is being able to spend your scheduled breaks with other team members. There’s always someone to grab a coffee with, fit in a quick game of table tennis or go outside for some fresh air.
3PM
Once a month personalised coaching sessions are scheduled in with my team leader to talk through my career goals. I really appreciate these sessions as they provide a great place to openly discuss achievements, areas of improvement and encourage my overall professional development.
5PM
Before I know it, it’s time to clock off for the day. I usually take a little bit of time after my shift to reflect on how the day went, new things I’ve learnt, and tick off tasks that were successfully completed. It’s important for me to do this every shift as it helps me stay accountable.
Being on a rotating roster provides a great work-life balance. It gives me the flexibility to head down to the gym to squeeze in a workout, spend time with family, read a book or catch up on some shows on Netflix as I wind down for the day.
