At a Glance
- Tasks: Lead and develop a high-performing team while promoting First Nations cultural awareness.
- Company: Join NRMA, a trusted brand committed to community and sustainability.
- Benefits: Enjoy flexible work hours, travel discounts, and well-being benefits.
- Other info: Inclusive workplace welcoming diverse backgrounds and perspectives.
- Why this job: Make a real impact for First Nations communities and shape the future.
- Qualifications: Must identify as Aboriginal and/or Torres Strait Islander with leadership experience.
The predicted salary is between 63000 - 77000 $ per year.
- 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 my NRMA 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.
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First Nations Team Manager – Service Contact Centre in Sydney employer: Mynrma
At NRMA, we pride ourselves on being a member-owned organisation that places community and people at the forefront of everything we do. As a Senior Service Designer, you'll thrive in a collaborative and inclusive work culture that values your contributions and offers extensive growth opportunities across our Sydney locations. With generous benefits like five weeks of annual leave, travel discounts, and a commitment to employee well-being, working with us means making a meaningful impact while enjoying a fulfilling career.
