Customer Service Representative (Contact Centre) - Hybrid

About the role

NRMA is hiring an Inbound Customer Service Representative for its contact centre, acting as the first point of contact for roadside assistance calls. The position is full-time permanent (35 hours per week) starting 9 November 2026, with hybrid working: home office plus collaboration and engagement days each month at the Gosford or Sydney Olympic Park offices. Candidates must live within 100 km of central Gosford and be willing to attend the Sydney Olympic Park office during training.

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
• Adaptability to new systems, processes and responsibilities
• Strong listening and communication skills, with discretion and professionalism
• Ability to work independently and proactively in a remote team setting

What we offer

• Pay with 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

Applications start with screening questions and an online assessment, followed by a virtual information session and interviews if shortlisted. Leave requests between mid-November and the end of February 2027 are unlikely to be supported due to peak period. Successful applicants must pass pre-employment checks and hold Australian work rights.