First Nations Team Manager – Service Contact Centre

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.

Were 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.

As part of this role you will be based in Dubbo on Wiradjuri Country and will be required to travel to our Sydney Olympic Park office from time to time to connect with leaders attend workshops and support key business initiatives.

What Youll Do

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

Youll:

• 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:

• Approximately 1 in 3 weekends
• Public holidays on a rotating basis

What Youll Bring

Were looking for someone who is adaptable people-focused and comfortable leading in a fast-paced environment.

Youll 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.
• A willingness to travel when required including visits to Sydney Olympic Park and other NRMA 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.

Whats in it for you

At the NRMA we arent 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 lifes 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

Were for inclusion diversity and representing the members guests customers and communities we serve. Thats 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.

Ready to make a difference Apply now we cant wait to hear from you! Or visit our careers site to find out more.

For a confidential yarn about the role please contact:

Rich Smith
Talent Acquisition Specialist First Nations

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.

Remote Work :

No

Employment Type :

Full-time