First Nations Team Manager – Service Contact Centre

Location: Dubbo, New South Wales, Australia; regular travel to the Sydney Olympic Park office is required. The role operates on a rotating roster of 35 hours per week, with shifts scheduled between 7:00am and 7:00pm, Monday to Sunday, including approximately one in three weekends and rotating public holidays.

Company

hirify.global is a member-owned Australian organisation operating roadside assistance, electric vehicle charging, holiday parks and resorts, car rental, ferry and cruising services.

What you will do

• Lead, coach and develop a high-performing Roadside Contact Centre team.
• Build a culturally safe, inclusive and supportive environment for employees.
• Mentor team members and support their personal and professional development.
• Drive customer service, quality and operational performance outcomes.
• Manage escalated customer enquiries and contribute to customer experience improvements.
• Support First Nations recruitment, onboarding, retention and Reconciliation Action Plan initiatives.

Requirements

• Aboriginal and/or Torres Strait Islander heritage and acceptance by the relevant Community are required.
• Experience leading, coaching or developing teams.
• Experience in customer service, contact centre or operational environments.
• Strong communication, relationship-building, influencing and problem-solving skills.
• Ability to work across multiple stakeholders and locations, including willingness to travel to Sydney Olympic Park and other NRMA locations.
• This Identified role is open only to Aboriginal and/or Torres Strait Islander applicants. Confirmation of Aboriginality may be requested during recruitment.

Culture & Benefits

• Progressive flexibility, leave and wellbeing benefits.
• Travel discounts on SIXT car rental, cruises and NRMA holiday parks and resorts.
• Complimentary myNRMA Rewards membership with roadside assistance and partner discounts.
• Discounts on NRMA personal insurance products.
• Opportunities to grow, progress or relocate within the hirify.global and across different locations.
• Pre-employment checks are required for successful applicants.