First Nations Team Manager – Service Contact Centre

Location: Sydney Olympic Park, NSW 2127, Australia. Full-time role working a rotating roster of 35 hours per week, with shifts scheduled between 7:00am and 7:00pm, Monday to Sunday. The roster includes approximately one weekend in three and rotating public holidays.

Company

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

What you will do

• Lead, coach and develop a high-performing Roadside Contact Centre team.
• Foster a culturally safe, inclusive and supportive work environment.
• Mentor employees and support their personal and professional development.
• Drive customer service, quality and operational performance outcomes.
• Manage escalated customer enquiries and support employee wellbeing.
• Support recruitment, onboarding and retention of First Nations employees and contribute to 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 relationship-building, communication, problem-solving and decision-making skills.
• Ability to influence, motivate and inspire others while adapting to changing priorities.
• The role is open only to Aboriginal and/or Torres Strait Islander applicants; confirmation of Aboriginality may be requested.

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.

Hiring process

• Successful applicants complete pre-employment checks.
• A confidential discussion with the First Nations Talent Acquisition Specialist is available during the process.