First Nations Service Centre Team Lead

My NRMA; Dubbo; On-site; AUD 90,000 - 120,000; Full time

Job summary

NRMA in Dubbo is seeking a hands-on First Nations Team Manager to lead a frontline customer service team, coaching staff and delivering great member experiences.

You will coach, mentor and develop team members, set clear expectations and manage day-to-day operations while travelling to connect with leaders and allies. This role is open to Aboriginal and/or Torres Strait Islander applicants.

Qualifications

• Demonstrated experience leading a small to medium-sized team within a contact centre or frontline service delivery environment.
• Strong experience coaching, mentoring and developing employees with varying performance needs.
• Confidence in conducting constructive performance conversations and providing clear feedback.
• Experience managing competing priorities, daily workflow and operational requirements.
• Strong customer focus with an understanding of great frontline service.
• Strong communication and relationship-building skills with a collaborative leadership style.
• Sound judgement in handling escalated customer or employee matters.
• Commitment to an inclusive and culturally safe workplace.

Responsibilities

• Lead and support a small to medium frontline customer service team with clear direction.
• Coach, mentor and develop team members with regular feedback.
• Set clear expectations and monitor performance against service and operational targets.
• Manage team workflow and priorities in a fast-paced environment.
• Identify opportunities to improve performance and provide coaching where needed.
• Create an engaged, inclusive team culture that supports wellbeing and retention.
• Handle escalated inquiries professionally with empathy and sound judgement.
• Support recruitment, onboarding and development of new team members.
• Collaborate with other Team Managers to improve customer and employee experience.

Skills

Team leadership

Coaching

Performance feedback

Customer service

Job description

NRMA in Dubbo is seeking a hands-on First Nations Team Manager to lead a frontline customer service team, coaching staff and delivering great member experiences.

You will coach, mentor and develop team members, set clear expectations and manage day-to-day operations while travelling to connect with leaders and allies. This role is open to Aboriginal and/or Torres Strait Islander applicants.