Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
Tailor your resume to this First Nations Team Manager – Service Contact Centre role.
Rezi rewrites your resume against My NRMA's job description. Free.
Tailor your resume to this First Nations Team Manager – Service Contact Centre role.
Rezi rewrites your resume against My NRMA's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the First Nations Team Manager – Service Contact Centre posting at My NRMA — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the First Nations Team Manager – Service Contact Centre posting at My NRMA — free, in seconds.
About the Role
Lead a small to medium-sized team in a frontline customer service environment, helping your people feel supported, connected and empowered to do their best work. This is a hands-on people leadership role combining coaching and development with day-to-day operational leadership.
Responsibilities
- Lead and support a small to medium-sized frontline customer service team, providing clear direction and helping your people succeed.
- Coach, mentor and develop team members, using regular one-on-ones, performance conversations and practical feedback to build capability and confidence.
- Set clear expectations and support individual and team performance against customer service, quality and operational targets.
- Manage team workflow and priorities in a fast-paced service environment.
- Identify opportunities to improve performance and provide practical coaching and support where needed.
- Build an engaged, inclusive and culturally safe team environment that supports employee wellbeing, connection and retention.
- Manage escalated and complex customer enquiries with professionalism, empathy and sound judgement.
- Recognise great performance and create opportunities for team members to develop and grow.
- Support the recruitment, onboarding and development of new team members.
- Collaborate with other Team Managers and operational leaders to continually improve the customer and employee experience.
Requirements
- Demonstrated experience leading a small to medium-sized team within a contact centre, customer service, frontline service delivery or similar operational environment.
- Strong experience coaching, mentoring and developing employees, including supporting people with different performance and development needs.
- Confidence having constructive performance conversations and providing clear, practical feedback.
- Experience managing competing priorities, workflow and day-to-day operational requirements.
- A strong customer focus and understanding of what great frontline service looks like.
- Strong communication and relationship-building skills, with a collaborative and supportive leadership style.
- Sound judgement when managing escalated customer or employee matters.
- A genuine commitment to creating an inclusive and culturally safe workplace.
- This opportunity is open only to Aboriginal and/or Torres Strait Islander applicants.
- Under Section 126 of the Anti-Discrimination Act 1977 (NSW), an exemption has been granted to the NRMA to advertise, designate and recruit this position specifically for Aboriginal and Torres Strait Islander peoples.
- As part of the recruitment process, we may ask you to provide a Confirmation of Aboriginality form.
- Successful applicants will be required to complete pre-employment checks.
Skills
- People leadership
- Coaching
- Mentoring
- Development
- Performance management
- Operational leadership
- Customer service
- Communication
- Relationship-building
- Judgement
Location
- Australia
Work Type
- Full-time
- Rotating roster
Experience Level
- Experienced people leader
Benefits
- Progressive flexibility, leave and well-being benefits
- Travel discounts on cruises, and accommodation at 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
- Opportunities to grow, progress or relocate career within the NRMA Group or different locations
About the Company
- We’re one of Australia’s most trusted brands. Being Member-owned, every decision we make has people and our community at its heart.
- From our legendary Roadside Assistance to electric vehicle charging networks, holiday parks and lodges, harbour transport and ocean cruising, we are striving to make a difference that contributes to a brighter shared future for all Australians.
- Life with us is more than just a job – it’s your chance to make a difference together.
Equal Opportunity
- Proudly welcoming First Nations talent
- At the NRMA, we honour the stories, knowledge, and unique strengths that First Nations peoples bring to our organisation.
- 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.