First Nations Team Manager – Service Contact Centre

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

First Nations Team Manager – Service Contact Centre

• Full-time
• Department: Roadside Service Providers

We're one of Australia's most trusted brands and proudly member owned, with our people and community at the heart of everything we do. From our legendary Roadside assistance to electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.

That's why a career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward. Together, we can make a difference.

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 cleaner, more sustainable future, we invite you to join us in making a real impact for Communities and Country.

We’re seeking a passionate and experienced First Nations leader to join our Roadside Contact Centre as a Team Manager. This is anIdentified role, open only to Aboriginal and/or Torres Strait Islander peoples. Your lived experience, Cultural knowledge, and leadership will help us embed First Nations protocols into our daily operations and team culture.

What You'll Do

As a Team Manager, you'll lead and support a team of Contact Centre Consultants while creating an environment where people feel connected, respected and motivated to succeed.

You’ll:

• 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 key Reconciliation Action Plan (RAP) initiatives.
• Identify opportunities, risks and barriers impacting cultural safety and help implement meaningful solutions.

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

We're looking for someone who is adaptable, people-focused and comfortable leading in a fast-paced environment.

You’ll have:

• 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.

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 SIXT car rental, 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.

Rich Smith
Talent Acquisition Specialist – First Nations
[e-mail]

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.

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