Team Manager

RAC WA; City Of Joondalup; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Exclusive member benefits

Flex@RAC

Diversity & Inclusion

Insurance discounts & roadside assist

Health and wellness programs

Job summary

RAC WA in Joondalup/West Perth is seeking a Team Manager to support leadership continuity and operational stability across Joondalup and West Perth Contact Centres. The role involves shadowing current Team Managers, sharing leadership responsibilities, and stepping in during periods of leave or projects, with a pathway to a permanent leadership role.

This collaborative leader will enable flexibility across the business while ensuring consultants deliver high-quality sales and service experiences

Qualifications

• Proven leadership experience in a busy contact centre.
• Strong coaching capability with influence without direct ownership of a team.
• Experience managing KPIs and driving performance through coaching.
• A collaborative and adaptable leadership style.
• Excellent communication skills to build trust and rapport quickly.
• Demonstrated empathy, resilience and professionalism in challenging situations.
• Strong computer literacy and ability to work across multiple systems.
• A passion for developing others and maintaining consistent performance standards.

Responsibilities

• Lead, coach and support teams across the Contact Centre to ensure performance, engagement and member experience.
• Provide day-to-day leadership across multiple teams during leave, projects or development activities.
• Shadowing and partnering with current Team Managers to share coaching, performance management and leadership routines.
• Drive performance through coaching, feedback and KPI management.
• Support consultants to achieve sales, service and engagement targets.
• Monitor quality standards and ensure compliance with product and legislative requirements.
• Support change initiatives and business projects as required.

Skills

Leadership

Coaching

KPI management

Communication

Empathy

Adaptable leadership

Tools

CRM systems

Job description

About RAC

With over 1.3 million members, RAC is one of WA’s most iconic and trusted brands. We are a purpose led organisation committed to connecting people to a shared purpose, fostering growth by removing obstacles, and leading change to create sustainable value for members by being the driving force for a better WA.

About The Role

As a Team Manager, you will play a key role in supporting leadership continuity and operational stability across our Joondalup and West Perth Contact Centres. Unlike a traditional Team Manager role, this position will not have a dedicated team initially. Instead, you will work closely alongside our existing Team Managers, shadowing, sharing leadership responsibilities, and stepping in to support teams during periods of leave, project work, or leadership upskilling. Successful candidates will have the opportunity to transition into a permanent leadership role aligned to a dedicated team as roles become available.

This role is ideal for a collaborative leader who enjoys variety, thrives in change, and is passionate about supporting teams and leaders to perform at their best. You will enable flexibility across the business while ensuring our consultants continue to deliver high-quality sales and service experiences that showcase the value of RAC products and services to our members.

What You Need To Know

Location: Commencing in West Perth with flexibility to Joondalup

Start date: December 2026

Hours: 37.5 hours per week between 7:30am – 8:30pm, with a scheduled Saturday on rotation

What Will You Be Doing?

You will lead, coach and support teams across the Contact Centre to ensure consistent performance, engagement and member experience.

Key responsibilities include:

• Providing day-to-day leadership support across multiple teams to ensure continuity during leave, projects or development activities
• Shadowing and partnering with current Team Managers to share coaching, performance management and leadership routines
• Driving performance through coaching, feedback and KPI management
• Supporting consultants to achieve sales, service and engagement targets
• Monitoring quality standards and ensuring compliance with product and legislative requirements
• Supporting change initiatives and business projects as required

What We’re Looking For

As a member-based organisation, alignment to our values is essential, along with:

• Proven leadership experience in a busy contact centre environment
• Strong coaching capability with the ability to influence without always having direct ownership of a team
• Experience managing KPIs and driving performance through effective coaching
• A collaborative and adaptable leadership style
• Excellent communication skills with the ability to build trust and rapport quickly
• Demonstrated empathy, resilience and professionalism in challenging situations
• Strong computer literacy and ability to work across multiple systems
• A passion for developing others and maintaining consistent performance standards

What Can We Offer You?

A career at RAC is more than just a job. We’re committed to creating an environment that supports growth, wellbeing and inclusion. You’ll enjoy:

• Access to exclusive RAC member benefits
• Flex@RAC – our flexible working program
• A strong Diversity & Inclusion strategy
• Generous insurance discounts and free roadside assistance
• In-house health and wellness programs
• Competitive salary + super, with the option to purchase additional leave
• A vibrant Social Club with over 900 members

We’re looking for an enthusiastic and adaptable leader who thrives in a culture of continuous improvement.

Applications close: COB Friday 27th November 2026

RAC is an equal opportunity employer. We are committed to building an inclusive workplace where we respect and celebrate differences. RAC reserves the right to close this vacancy early.

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