First Nations Team Manager - Service Contact Centre

About the role

NRMA is recruiting a First Nations Team Manager for its service contact centre in Sydney Olympic Park. This is an identified role open to Aboriginal and/or Torres Strait Islander peoples, led by a dedicated First Nations Talent Acquisition Specialist. You will lead a small to medium-sized frontline customer service team in a hands-on people leadership role, combining coaching and development with day-to-day operational leadership.

Key responsibilities

• Lead and support a small to medium-sized frontline customer service team, giving clear direction and helping people succeed.
• Coach, mentor and develop team members through regular one-on-ones, performance conversations and practical feedback.
• Set clear expectations and support performance against customer service, quality and operational targets.
• Manage team workflow and priorities in a fast-paced service environment, and identify opportunities to improve performance.
• Build an engaged, inclusive and culturally safe team environment that supports wellbeing, connection and retention.
• Manage escalated and complex customer enquiries with professionalism, empathy and sound judgement.
• Recognise great 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 and understanding of great frontline service.
• Sound judgement when managing escalated customer or employee matters.
• Genuine commitment to creating an inclusive and culturally safe workplace.

Working conditions

• Rotating roster of 35 hours per week, Monday to Sunday, 7:00am to 7:00pm.
• Approximately 1 in 3 weekends and public holidays on a rotating basis.
• Pre-employment checks are required; the role is advertised only to Aboriginal and/or Torres Strait Islander applicants.

What we offer

• Flexible leave and well-being benefits.
• Travel discounts on cruises and accommodation at NRMA Holiday Parks and Resorts.
• myNRMA Rewards membership with free Roadside Assistance and discounts on groceries, movies, gym memberships and more.
• Discounts on NRMA personal insurance products.
• Career growth and relocation opportunities across the NRMA Group.