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About the Role

We are seeking a passionate and experienced First Nations leader to join our Roadside Contact Centre as a Team Manager. This Identified role is open only to Aboriginal and/or Torres Strait Islander peoples. Your lived experience, Cultural knowledge, and leadership will help us embed First Nations protocols into our daily operations and team culture.

Responsibilities

• Lead, coach and develop a high-performing team of Contact Centre Consultants to achieve excellence in customer service and operational targets.
• Act as a role model and mentor, providing culturally appropriate leadership and guidance for First Nations employees.
• Champion a culturally safe, inclusive and respectful team environment.
• Handle escalated customer enquiries and complaints, ensuring timely and satisfactory resolution.
• Support the professional development and wellbeing of team members, identifying training needs and opportunities.
• Promote awareness and understanding of First Nations cultural issues within the workplace.
• Contribute to ongoing improvement of Contact Centre processes and customer experience.
• Participate in recruitment and onboarding of new team members from identified backgrounds.
• Track and report on cultural training, mentoring participation, and relevant Reconciliation Action Plan (RAP) KPIs.
• Escalate risks or barriers to cultural safety and recommend remedies.
• Maintain accurate member records and data integrity across systems.

Requirements

• Identify as Aboriginal and/or Torres Strait Islander and are accepted by your Community.
• Demonstrated experience and lived knowledge of working with Aboriginal and/or Torres Strait Islander peoples and communities.
• Proven leadership skills, with the ability to motivate, coach, and support a diverse team.
• Experience in a contact centre or customer service environment.
• Strong communication and interpersonal skills.
• Commitment to delivering excellent customer service.
• Understanding of issues affecting First Nations in the workplace and community.
• Ability to work flexibly in a fast-paced, dynamic environment.
• Successful applicants will be required to complete pre-employment checks.
• Confirmation of Aboriginality form, including a Common Seal from a recognised Aboriginal Community Controlled Organisation may be required.

Skills

• Leadership
• Coaching
• Mentoring
• Customer Service
• Communication
• Interpersonal Skills

Location

• Australia

Work Type

• Full-time
• Rotating roster

Experience Level

• Team Manager
• Leadership experience

Benefits

• Progressive flexibility, leave and well-being benefits
• Travel discounts on SIXT car rental, cruises, and accommodation at NRMA Holiday Parks and Resorts
• Complimentary myNRMA Rewards membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on a range of NRMA personal insurance products including car, home & travel
• Opportunities to grow, progress or relocate career within the NRMA Group or different locations

About the Company

• NRMA Group is one of Australia's most trusted brands and proudly member owned, with people and community at the heart of everything they do.
• The NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.
• NRMA is committed to creating a future that helps keep Australia moving forward.

Equal Opportunity

• Proudly welcoming First Nations talent.
• We honour the stories, knowledge, and unique strengths that First Nations peoples bring to our organisation.
• This is an Identified role, open only to Aboriginal and/or Torres Strait Islander peoples.
• We’re for inclusion, diversity and representing the members, guests, customers and communities we serve.
• We welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team.