First Nations Team Manager – Service Contact Centre

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

Benefits offered by this job

Travel discounts

myNRMA Rewards membership

Insurance discounts

Career mobility across NRMA locations

Flexible benefits

Job summary

NRMA in Dubbo is seeking a First Nations Team Manager for the Service Contact Centre. This is an identified role for Aboriginal and/or Torres Strait Islander peoples, with a focus on embedding First Nations protocols. Based in Wiradjuri Country, occasional travel to Sydney Olympic Park is required.

You will lead a team of Contact Centre Consultants, driving excellent service, cultural safety, and operational performance while supporting recruitment and engagement across NRMA locations.

Qualifications

• 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.
• Ability to influence, motivate and inspire others.

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 growth.
• Champion First Nations perspectives, cultural awareness and safety.
• Support employee wellbeing and create a positive team culture.
• Drive performance across customer service, quality and targets.
• Manage escalated customer enquiries with empathy and professionalism.
• Contribute ideas to improve customer experience and team performance.
• Support recruitment, onboarding and retention of First Nations staff.
• Partner with leaders to strengthen First Nations employment outcomes.

Skills

Team leadership

Coaching & development

Stakeholder engagement

Customer service

Cultural safety

Job description

NRMA in Dubbo is seeking a First Nations Team Manager for the Service Contact Centre. This is an identified role for Aboriginal and/or Torres Strait Islander peoples, with a focus on embedding First Nations protocols. Based in Wiradjuri Country, occasional travel to Sydney Olympic Park is required.

You will lead a team of Contact Centre Consultants, driving excellent service, cultural safety, and operational performance while supporting recruitment and engagement across NRMA locations.