First Nations Contact Centre Team Lead

SmartRecruiters, Inc.; Gosford; On-site; AUD 95,000 - 120,000; Full time

Benefits offered by this job

Travel discounts with SIXT car rental

Discounts on NRMA holidays and resorts

Roadside Assistance & rewards

Flexible benefits for wellbeing

Job summary

NRMA is seeking a dedicated First Nations Team Manager for the Roadside Contact Centre in NSW. You will lead a culturally safe team, grow capability, and support recruitment of First Nations staff while aligning with RAP initiatives.

You will manage a 35-hour week roster, coach staff to achieve service targets, and partner with leaders to enhance outcomes for communities and country.

Qualifications

• Aboriginal and/or Torres Strait Islander heritage and be accepted by your Community
• Experience leading, coaching or developing teams
• Strong relationship-building and communication skills
• Experience in customer service, contact centres or operational environments
• A passion for supporting and advocating for First Nations people
• The ability to influence, motivate and inspire others
• Strong problem-solving skills and sound decision-making abilities
• Agility and resilience, with the ability to adapt to changing priorities and business needs
• Confidence working across multiple stakeholders and locations

Responsibilities

• Lead, coach and develop a high-performing customer service team.
• Foster a culturally safe, inclusive and supportive team environment.
• Provide mentoring and guidance to team members, supporting both personal and professional growth.
• Champion First Nations perspectives, cultural awareness and cultural safety across day-to-day operations.
• Support employee wellbeing and help create a positive and engaged team culture.
• Drive performance outcomes across customer service, quality and operational targets.
• Manage escalated customer enquiries with empathy and professionalism.
• Contribute ideas and initiatives that improve customer experience and team performance.
• Support recruitment, onboarding and retention of First Nations employees.
• Partner with leaders across the business to strengthen First Nations employment outcomes and contribute to RAP initiatives.
• Identify opportunities, risks and barriers impacting cultural safety and help implement meaningful solutions.

Skills

Team leadership

Customer service

Communication

Cultural safety

Stakeholder management

Resilience

Job description

NRMA is seeking a dedicated First Nations Team Manager for the Roadside Contact Centre in NSW. You will lead a culturally safe team, grow capability, and support recruitment of First Nations staff while aligning with RAP initiatives.

You will manage a 35-hour week roster, coach staff to achieve service targets, and partner with leaders to enhance outcomes for communities and country.