First Nations Contact Centre Team Lead

Mynrma; Sydney; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Travel discounts

Rewards membership

Leave and wellbeing benefits

NRMA insurance discounts

Job summary

NRMA invites a dedicated First Nations leader to join the Roadside Contact Centre as a Team Manager. This identified role focuses on embedding First Nations protocols, guiding a high-performing team, and promoting a culturally safe workplace across shifts from 7am to 7pm on a 35-hour week roster.

The role emphasizes lived experience, cultural knowledge, and mentoring First Nations employees while driving customer service excellence and operational targets within the NRMA Group.

Qualifications

• Proven leadership skills and experience leading a diverse team.

Responsibilities

• Lead, coach and develop a high-performing team of Contact Centre Consultants to achieve customer service and operational targets.
• Act as a role model and mentor with culturally appropriate leadership for First Nations employees.
• Champion a culturally safe, inclusive and respectful team environment.
• Handle escalated customer enquiries and complaints with timely resolution.
• Contribute to ongoing improvement of Contact Centre processes and customer experience.

Skills

Leadership

Team management

Customer service

Communication

Cultural awareness

Coaching

Job description

NRMA invites a dedicated First Nations leader to join the Roadside Contact Centre as a Team Manager. This identified role focuses on embedding First Nations protocols, guiding a high-performing team, and promoting a culturally safe workplace across shifts from 7am to 7pm on a 35-hour week roster.

The role emphasizes lived experience, cultural knowledge, and mentoring First Nations employees while driving customer service excellence and operational targets within the NRMA Group.