Inbound Customer Service Representative (Contact Centre) - Hybrid

About the role

NRMA is hiring an Inbound Customer Service Representative for its contact centre in Gosford. 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, with a 3-week rotational roster from 5am to 12am, Monday to Sunday including public holidays; rosters and hours are not negotiable.

Working is hybrid: from home with collaboration and engagement days each month in the offices at Sydney Olympic Park or Gosford. Candidates must live within 100 km of central Gosford and be willing to come to Sydney Olympic Park during the training period. Leave requests are unlikely to be supported between mid-November and the end of April 2027 due to peak period.

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 and a passion for helping people
• 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
• Strong listening, communication and problem-solving skills
• Attention to detail and ability to work independently in a remote team

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
• Hybrid working with monthly office collaboration days

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.