First Nations Team Manager – Service Contact Centre

Nrma; Dubbo; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Travel discounts and perks

NRMA Rewards membership including Road

Discounts on NRMA insurance products

Job summary

NRMA in Dubbo (Wiradjuri Country) leads a frontline contact centre focused on delivering great customer service and a supportive, inclusive workplace. The First Nations identified role emphasises coaching, development and leadership across a small to medium team, with travel to Sydney Olympic Park to connect with leaders and participate in workshops.

Based in Dubbo, this hands-on leadership position combines day-to-day operations with mentoring, performance conversations and capability building.

Qualifications

• Demonstrated experience leading a small to medium-sized team within a contact centre, customer service, frontline service delivery or similar operational environment.
• Strong experience coaching, mentoring and developing employees, including supporting people with different performance and development needs.
• Confidence having constructive performance conversations and providing clear, practical feedback.
• Experience managing competing priorities, workflow and day-to-day operational requirements.
• A strong customer focus and understanding of what great frontline service looks like.
• Strong communication and relationship-building skills, with a collaborative and supportive leadership style.
• Sound judgement when managing escalated customer or employee matters.
• A genuine commitment to creating an inclusive and culturally safe workplace.

Responsibilities

• Lead and support a small to medium-sized frontline customer service team, providing clear direction and helping your people succeed.
• Coach, mentor and develop team members, using regular one-on-ones, performance conversations and practical feedback to build capability and confidence.
• Set clear expectations and support individual and team performance against customer service, quality and operational targets.
• Manage team workflow and priorities in a fast-paced service environment.
• Identify opportunities to improve performance and provide practical coaching and support where needed.
• Build an engaged, inclusive and culturally safe team environment that supports employee wellbeing, connection and retention.
• Manage escalated and complex customer enquiries with professionalism, empathy and sound judgement.
• Recognise great performance and create opportunities for team members to develop and grow.
• Support the recruitment, onboarding and development of new team members.
• Collaborate with other Team Managers and operational leaders to continually improve the customer and employee experience.

Skills

Leading frontline team

Coaching & mentoring

Performance feedback

Prioritisation & workflow

Customer service excellence

Communication skills

Inclusive, culturally safe leadership

Job description

First Nations Team Manager – Service Contact Centre

We’re one of Australia’s most trusted brands. Being Member-owned, every decision we make has people and our community at its heart. From our legendary Roadside Assistance to electric vehicle charging networks, holiday parks and lodges, harbour transport and ocean cruising, we are striving to make a difference that contributes to a brighter shared future for all Australians.

Forget what you thought you knew about the NRMA – take a look on the inside and you’ll discover that life with us is more than just a job – it’s your chance to make a difference together.

Job Description

Proudly welcoming First Nations talent

At the NRMA, we honour the stories, knowledge, and unique strengths that First Nations peoples bring to our organisation. As we move towards a more sustainable future, we invite you to join us in making a real impact for Communities and Country.

This is an Identified role, open to Aboriginal and/or Torres Strait Islander peoples.

As our First Nations Team Manager, you’ll lead a small to medium-sized team in a frontline customer service environment, helping your people feel supported, connected and empowered to do their best work.

This is a hands-on people leadership role where you’ll combine coaching and development with day-to-day operational leadership. You’ll set clear expectations, build capability, support performance and create a culturally safe and inclusive environment where your team can thrive while delivering a great experience for our Members.

As part of this role, you will be based in Dubbo on Wiradjuri Country and will be required to travel to our Sydney Olympic Park office from time to time to connect with leaders, attend workshops, and support key business initiatives.

What You’ll Do

• Lead and support a small to medium-sized frontline customer service team, providing clear direction and helping your people succeed.
• Coach, mentor and develop team members, using regular one-on-ones, performance conversations and practical feedback to build capability and confidence.
• Set clear expectations and support individual and team performance against customer service, quality and operational targets.
• Manage team workflow and priorities in a fast-paced service environment.
• Identify opportunities to improve performance and provide practical coaching and support where needed.
• Build an engaged, inclusive and culturally safe team environment that supports employee wellbeing, connection and retention.
• Manage escalated and complex customer enquiries with professionalism, empathy and sound judgement.
• Recognise great performance and create opportunities for team members to develop and grow.
• Support the recruitment, onboarding and development of new team members.
• Collaborate with other Team Managers and operational leaders to continually improve the customer and employee experience.

Working Hours

This role operates on a rotating roster of 35 hours per week, with shifts scheduled between:

7:00am – 7:00pm, Monday to Sunday

The roster includes:

• Public holidays on a rotating basis

What You’ll Bring

You’ll be an experienced and approachable people leader who enjoys helping others grow and succeed. You’ll also bring:

• Demonstrated experience leading a small to medium-sized team within a contact centre, customer service, frontline service delivery or similar operational environment.
• Strong experience coaching, mentoring and developing employees, including supporting people with different performance and development needs.
• Confidence having constructive performance conversations and providing clear, practical feedback.
• Experience managing competing priorities, workflow and day-to-day operational requirements.
• A strong customer focus and understanding of what great frontline service looks like.
• Strong communication and relationship-building skills, with a collaborative and supportive leadership style.
• Sound judgement when managing escalated customer or employee matters.
• A genuine commitment to creating an inclusive and culturally safe workplace.

This opportunity is open only to Aboriginal and/or Torres Strait Islander applicants.

Under Section 126 of the Anti-Discrimination Act 1977 (NSW), an exemption has been granted to the NRMA to advertise, designate and recruit this position specifically for Aboriginal and Torres Strait Islander peoples.

As part of the recruitment process, we may ask you to provide a Confirmation of Aboriginality form.

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 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

We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team.

For a confidential yarn about the role, please contact:

Rich Smith
Talent Acquisition Specialist – First Nations
[emailprotected]

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