First Nations Team Manager - Service Contact Centre

About the role

The NRMA is recruiting a First Nations Team Manager for its service contact centre, an identified role open to Aboriginal and/or Torres Strait Islander peoples. You will lead a small to medium-sized team in a frontline customer service environment, combining coaching and development with day-to-day operational leadership. The role sits in Sydney Olympic Park and runs on a rotating roster of 35 hours per week, with shifts from 7:00am to 7:00pm, Monday to Sunday, including about one weekend in three and public holidays on rotation.

Key responsibilities

• Lead and support a small to medium-sized frontline customer service team, setting clear expectations and helping people succeed.
• Coach, mentor and develop team members through regular one-on-ones, performance conversations and practical feedback.
• Support performance against customer service, quality and operational targets, and manage workflow and priorities in a fast-paced environment.
• Manage escalated and complex customer enquiries with professionalism, empathy and sound judgement.
• Build an engaged, inclusive and culturally safe team environment that supports wellbeing, connection and retention.
• Recognise good performance and support the recruitment, onboarding and development of new team members.
• Collaborate with other Team Managers and operational leaders to improve the customer and employee experience.

Required profile

• Demonstrated experience leading a small to medium-sized team in 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.
• Experience managing competing priorities, workflow and day-to-day operational requirements.
• A strong customer focus, strong communication and relationship-building skills, and sound judgement on escalated matters.
• Genuine commitment to creating an inclusive and culturally safe workplace.

Applicants must be Aboriginal and/or Torres Strait Islander. During recruitment, a Confirmation of Aboriginality form may be requested, and pre-employment checks are required. The NRMA welcomes applications from First Nations, people with disability, diverse cultural backgrounds, all genders and the LGBTQI+ community.

What we offer

• Progressive flexibility, leave and well-being benefits.
• Travel discounts on cruises and accommodation at NRMA Holiday Parks and Resorts.
• Complimentary myNRMA Rewards membership with free Roadside Assistance and discounts on groceries, movies, gift cards, gyms, attractions and restaurants.
• Discounts on NRMA personal insurance products such as car, home and travel.
• Career growth and relocation opportunities across the NRMA Group.