Member Solutions Lead

Royal Automobile Club of WA Inc.; Australia; On-site; AUD 73,000 - 89,000; Full time

Benefits offered by this job

Free roadside assistance

Discounts on RAC products

Professional development & training

Member discounts & social club

Job summary

Royal Automobile Club of WA Inc. Albany is seeking a Member Solutions Lead to assist the manager in leading the branch. This Full Time, permanent role sits on the leadership team and ensures smooth day-to-day operations at the Albany branch.

You will manage member enquiries, build relationships, and promote RAC products while supporting the Team Manager and driving sales. A customer-focused, KPI-driven leader with insurance product knowledge is ideal.

Qualifications

• Seasoned customer service professional with sales experience in a busy, multi-tasking environment.
• Fully trained Insurance Member Solutions Consultant, upskilled in Motor and Home products.
• Experience in achieving KPIs/targets both individually and as part of a team.
• Ability to adapt and flex within a changing work environment, embracing change.
• Excellent communication skills with the ability to listen and relate to others.
• Demonstrates empathy and resilience when assisting members.

Responsibilities

• Manage member enquiries in person, by phone or email with accurate information.
• Build and maintain relationships with members; tailor product recommendations.
• Support daily/weekly/monthly leadership routines with the Team Manager.
• Motivate and lead team members to achieve outstanding results.
• Promote RAC products and marketing campaigns to maximise sales opportunities.
• Provide relief Team Manager duties when necessary.

Skills

Customer service

Sales experience

KPI targets

Communication skills

Empathy

Computer literacy

Tools

CRM software

Job description

Our Albany Member Service Centre is looking for an exceptional Member Solutions Lead to assist the manager in leading the branch. This is a Full Time, permanent opportunity. In this role you'll be a crucial part of our leadership team, working closely with the Team Manager to ensure the smooth day-to-day operation of the branch. What you need to know: Location: RAC Albany Member Service Centre Working hours: Monday to Friday, 8.45am to 5.15pm Salary: $81,151 + super + performance based bonuses + Loading

What you will be doing:

• Manage member enquiries by engaging with them in person or via phone/email Provide support and accurate general advice or up to date information on products and services.
• Building and maintaining relationships with members recommending products tailored to suit their individual needs

Additionally, you will be:

• Supporting daily/weekly/monthly leadership routines with the Team Manager.
• Motivating and leading team members to achieve outstanding results.
• Encouraging continuous improvement in productivity, service levels, and sales.
• Conducting monthly quality assurance assessments.
• Developing and overseeing coaching plans for team members to address development needs.
• Providing relief Team Manager duties when necessary.
• Promoting RAC products and marketing campaign offerings to maximize sales opportunities.
• Actively participating in ongoing development activities, including coaching, stand‑ups, and check‑ins.

What we are looking for:

• As a member-focused organisation, alignment to our values is essential and we are looking for a seasoned customer service professional with sales experience, ideally in a busy, multi-tasking environment.
• The successful candidate will:
  • Be a fully trained Insurance Member Solutions Consultant, upskilled in Motor and Home products
  • Experience in working to achieving KPI’s/ targets both individually & as part of a team;
  • The ability to adapt & flex within a changing work environment, embracing and participating positively in change;
  • Excellent communication skills with the ability to listen & relate well to others;
  • The ability to demonstrate empathy and resilience in assisting members in difficult situations;
  • Strong computer literacy and ability to use many applications at once whilst having conversations.

What can we offer you?

• Free Roadside Assistance and discounts on RAC products and services including Insurance, Holiday Parks and Resorts, Security, Finance and Auto Services
• An inclusive & supportive environment, enabling all abilities to strive for success.
• Professional career development & ongoing training.
• Generous discounts on home, contents & car insurance, plus free roadside assistance.
• Member benefits & opportunity to join a very active Social Club.

RAC is a purpose‑led member organisation. Established in 1905, RAC has evolved into one of the most trusted organisations in the state, with more than 1.3 million members. At RAC we don’t have shareholders. That means we reinvest our profits for the better of our members and our State. Our Purpose is to be the driving force for a better WA. Our Vision to 2030 is to create a safer, sustainable and connected future for Western Australians. Our Mission is delivering great member services and experiences, whilst inspiring positive community change that makes life better in WA.

RAC is an equal opportunity employer. We continue to build an inclusive workplace where we respect and celebrate differences. We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, physical ability, all ages, LGBTQI+ identities, all languages and diverse cultures and backgrounds.

For any assistance please contact [e-mail]