First Nations Team Manager - Service Contact Centre

Responsibilities

• 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.

Requirements

• 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.
• As part of the recruitment process, we may ask you to provide a Confirmation of Aboriginality form, including a Common Seal from a recognised Aboriginal Community Controlled Organisation.
• What's in it for you?
• At the NRMA we aren't 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 life's 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
• Ready to make a difference? Apply now - we can't 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 rich.smith@mynrma.com.au 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.

Benefits

Additional Information

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. We're 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.

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