First Nations Team Manager – Service Contact Centre at My NRMA

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

0.0

Posted On

26 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Coaching, Team Development, Customer Service Excellence, Operational Target Achievement, Mentoring, Cultural Safety, Conflict Resolution, Professional Development, Cultural Awareness, Process Improvement, Recruitment, Data Integrity, Reporting, Interpersonal Skills, Communication

Industry

Travel Arrangements

Description

Company Description 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. Job Description 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. We’re 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. What You’ll Do 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. Your Working Hours 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. What You’ll Bring 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. 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. What’s in it for you? At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you! 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. Know You Belong 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. Ready to make a difference? Apply now – we can’t wait to hear from you! Or visit our careers site to find out more. For a confidential yarn about the role or your application, contact us at Rich Smith [email protected] or apply now As part of our recruitment process, successful applicants will be required to complete pre-employment checks. Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. The NRMA is not responsible for any fees related to unsolicited resumes. Department: Roadside Service Providers

Responsibilities

The role involves leading, coaching, and developing a high-performing team of Contact Centre Consultants to meet customer service and operational targets while acting as a role model and mentor providing culturally appropriate guidance for First Nations employees. Responsibilities also include handling escalated customer issues, championing a culturally safe environment, and contributing to process improvements.