Inbound Customer Service Representative (Contact Centre)

About the role

NRMA is hiring an Inbound Customer Service Representative for its contact centre in Wollongong. You will be the first point of contact for roadside assistance calls, helping members feel safe, supported and back on the road quickly. The position is full-time permanent (35 hours per week) starting 23 November 2026.

Key responsibilities

• Handle inbound roadside assistance calls calmly, professionally and accurately
• Reassure members and give concise guidance in line with quality standards
• Maintain accurate records and keep member information confidential
• Assess member needs and coordinate the appropriate service efficiently
• Work with internal teams to deliver timely outcomes
• Navigate multiple systems while following processes and procedures
• Solve problems with sound judgement under pressure

Required profile

• Proven customer service experience; previous contact centre experience is welcomed but not essential, as training is provided
• Ability to stay calm and focused in fast-paced, high-volume environments
• Adaptable to change and able to learn new systems and processes
• Strong listening and communication skills, with discretion and professionalism
• Ability to work independently and proactively in a remote team setting
• Must live within 100 km of central Gosford and be willing to come to the Sydney Olympic Park office during the training period

Working conditions

• Full commitment to a 3-week rotational roster, 5 am to midnight, Monday to Sunday including public holidays; rosters and hours are not negotiable
• Hybrid working: home with collaboration and engagement days each month in the Sydney Olympic Park or Gosford offices
• Leave requests are unlikely to be supported between mid-November and the end of April 2027 due to peak period

What we offer

• Pay plus shift loadings for early, late, weekend and public holiday shifts
• 5 weeks annual leave plus a Me Day after the first year
• Eligibility for KPI bonuses after the induction period
• Discounts on travel, holidays, groceries, movies, fitness, insurance and more
• Career pathways across NRMA

Applicants complete screening questions and an online assessment, then a virtual information session and interviews if shortlisted. Successful candidates must meet Australian work rights requirements and pass pre-employment checks.