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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 is an Identified role, 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.

Work Type

• 35 hours per week on a rotating roster, with shifts scheduled between 7am and 7pm, Monday to Sunday.
• Includes 1 in 3 weekends and some public holidays as part of the rotation.

Benefits

• Progressive flexibility, leave and well-being benefits to balance all of life's priorities
• Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning 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
• Grow, progress or relocate your career and move around the NRMA Group or different locations with us.

About the Company

• We're one of Australia's most trusted brands and proudly member owned, with our people and community at the heart of everything we do.
• From our legendary Roadside assistance to electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.
• That's why a career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward.
• Together, we can make a difference.

Equal Opportunity

• Proudly welcoming First Nations talent
• At NRMA, we honour the stories, knowledge, and unique strengths that First Nations peoples bring to our organisation.
• As we move towards a cleaner, more sustainable future, we invite you to join us in making a real impact for Communities and Country.
• This position is open to Aboriginal and/or Torres Strait Islander applicants only.
• Under the provisions of section 126 of the Anti-Discrimination Act 1977 (NSW), an exemption is given from sections 8 of the Anti-Discrimination Act 1977 (NSW) to the NRMA to advertise, designate and recruit roles for Aboriginal and/or Torres Strait Islander people only.
• As part of the recruitment process, we may ask you to provide a Confirmation of Aboriginality form.
• We’re for inclusion, diversity and representing the members, guests, customers and communities we serve.
• That’s why 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.