First Nations Team Manager – Service Contact Centre

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

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.

At 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.

Proudly welcoming First Nations talent

We’re seeking a passionate and experienced First Nations leader to join our Roadside Contact Centre as a Team Manager. This is an Identified 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

• Lead, coach and develop a high-performing team of Contact Centre Consultants to achieve excellence in customer service and operational targets.
• Act as a role model and mentor, providing culturally appropriate leadership and guidance for First Nations employees.
• Champion a culturally safe, inclusive and respectful team environment.
• Handle escalated customer enquiries and complaints, ensuring timely and satisfactory resolution.
• Support the professional development and wellbeing of team members, identifying training needs and opportunities.
• Promote awareness and understanding of First Nations cultural issues within the workplace.
• Contribute to ongoing improvement of Contact Centre processes and customer experience.
• Participate in recruitment and onboarding of new team members from identified backgrounds.
• Track and report on cultural training, mentoring participation, and relevant Reconciliation Action Plan (RAP) KPIs.
• Escalate risks or barriers to cultural safety and recommend remedies.
• Maintain accurate member records and data integrity across systems.

Your Working Hours

35 hours per week on a rotating roster, with shifts scheduled between 7am and 7pm, Monday to Sunday. Includes 1 in 3 weekends and some public holidays as part of the rotation.

What You’ll Bring

• Identify as Aboriginal and/or Torres Strait Islander and are accepted by your Community.
• Demonstrated experience and lived knowledge of working with Aboriginal and/or Torres Strait Islander peoples and communities.
• Proven leadership skills, with the ability to motivate, coach, and support a diverse team.
• Experience in a contact centre or customer service environment.
• Strong communication and interpersonal skills.
• Commitment to delivering excellent customer service.
• Understanding of issues affecting First Nations in the workplace and community.
• Ability to work flexibly in a fast-paced, dynamic environment.

This position is open to Aboriginal and/or Torres Strait Islander applicants only. Under the provisions of section 126 of the Anti-Discrimination Act 1977 (NSW), an exemption is given from sections 8 of the Anti-Discrimination Act 1977 (NSW) to the NRMA to advertise, designate and recruit roles for Aboriginal and/or Torres Strait Islander people only.

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.

As part of our recruitment process, successful applicants will be required to complete pre-employment checks.