First Nations Team Manager – Service Contact Centre

Proudly welcoming First Nations talent

At NRMA we honour the stories knowledge and unique strengths that First Nations peoples bring to our organisation. As we move towards a cleaner more sustainable future we invite you to join us in making a real impact for Communities and Country.

Were seeking a passionate and experienced First Nations leader to join our Roadside Contact Centre as a Team Manager. This is an Identified role open only to Aboriginal and/or Torres Strait Islander peoples. Your lived experience Cultural knowledge and leadership will help us embed First Nations protocols into our daily operations and team culture.

What Youll Do

• Lead coach and develop a high-performing team of Contact Centre Consultants to achieve excellence in customer service and operational targets.
• Act as a role model and mentor providing culturally appropriate leadership and guidance for First Nations employees.
• Champion a culturally safe inclusive and respectful team environment.
• Handle escalated customer enquiries and complaints ensuring timely and satisfactory resolution.
• Support the professional development and wellbeing of team members identifying training needs and opportunities.
• Promote awareness and understanding of First Nations cultural issues within the workplace.
• Contribute to ongoing improvement of Contact Centre processes and customer experience.
• Participate in recruitment and onboarding of new team members from identified backgrounds.
• Track and report on cultural training mentoring participation and relevant Reconciliation Action Plan (RAP) KPIs.
• Escalate risks or barriers to cultural safety and recommend remedies.
• Maintain accurate member records and data integrity across systems.

Your Working Hours

35 hours per week on a rotating roster with shifts scheduled between 7am and 7pm Monday to Sunday. Includes 1 in 3 weekends and some public holidays as part of the rotation.

What Youll Bring

• Identify as Aboriginal and/or Torres Strait Islander and are accepted by your Community.
• Demonstrated experience and lived knowledge of working with Aboriginal and/or Torres Strait Islander peoples and communities.
• Proven leadership skills with the ability to motivate coach and support a diverse team.
• Experience in a contact centre or customer service environment.
• Strong communication and interpersonal skills.
• Commitment to delivering excellent customer service.
• Understanding of issues affecting First Nations in the workplace and community.
• Ability to work flexibly in a fast-paced dynamic environment.

This position is open to Aboriginal and/or Torres Strait Islander applicants only. Under the provisions of section 126 of the Anti-Discrimination Act 1977 (NSW) an exemption is given from sections 8 of the Anti-Discrimination Act 1977 (NSW) to the NRMA to advertise designate and recruit roles for Aboriginal and/or Torres Strait Islander people only.

Whats in it for you

At the NRMA we arent just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!

• Progressive flexibility leave and well-being benefits to balance all of lifes priorities
• Travel discounts on SIXT car rental cruises and accommodation at our award-winning NRMA Holiday Parks and Resorts.
• Complimentary myNRMA Rewards membership including free Roadside Assistance & discounts on groceries movie tickets gift cards gym memberships attractions restaurants and much more
• Discounts on a range of NRMA personal insurance products including car home & travel
• Grow progress or relocate your career and move around the NRMA Group or different locations with us.

Know You Belong

Were for inclusion diversity and representing the members guests customers and communities we serve. Thats why we welcome applications from First Nations people with disability those from diverse cultural backgrounds people of all genders members of the LGBTQI community and anyone else who wants to be a part of our team.

Ready to make a difference Apply now we cant wait to hear from you! Or visit our careers site to find out more.

For a confidential yarn about the role or your application contact us at Rich Smith or apply now

As part of our recruitment process successful applicants will be required to complete pre-employment checks.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. The NRMA is not responsible for any fees related to unsolicited resumes.

Remote Work :

No

Employment Type :

Full-time