{"id":1161506,"url":"https://alion.io/job/nrma-first-nations-team-manager-service-contact-centre-3","title":"First Nations Team Manager – Service Contact Centre","company":{"id":173668,"name":"NRMA","domain":"nrma.com.au","url":"https://alion.io/company/nrma","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":79,"open_postings":12,"ghost_share":0,"stale_share":0.833,"repost_share":0,"time_to_fill_p50_days":34,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Dubbo, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":111000,"period":"year","method":"role_country_seniority_unknown","sample_n":22},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-23T23:50:03Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T00:01:16Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nThat'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.\n Proudly welcoming First Nations talent\nAt 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.\nWe’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.\nAs 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.\nWhat You'll Do\nAs a Team Manager, you'll lead and support a team of Contact Centre Consultants while creating an environment where people feel connected, respected and motivated to succeed.\nYou'll:\nLead, coach and develop a high-performing customer service team.\nFoster a culturally safe, inclusive and supportive team environment.\nProvide mentoring and guidance to team members, supporting both personal and professional growth.\nChampion First Nations perspectives, cultural awareness and cultural safety across day-to-day operations.\nSupport employee wellbeing and help create a positive and engaged team culture.\nDrive performance outcomes across customer service, quality and operational targets.\nManage escalated customer enquiries with empathy and professionalism.\nContribute ideas and initiatives that improve customer experience and team performance.\nSupport recruitment, onboarding and retention of First Nations employees.\nPartner with leaders across the business to strengthen First Nations employment outcomes and contribute to key Reconciliation Action Plan (RAP) initiatives.\nIdentify opportunities, risks and barriers impacting cultural safety and help implement meaningful solutions.\nWorking Hours\nThis role operates on a rotating roster of 35 hours per week, with shifts scheduled between:\n7:00am - 7:00pm, Monday to Sunday\nThe roster includes:\nApproximately 1 in 3 weekends\nPublic holidays on a rotating basis\nWhat You'll Bring\nWe're looking for someone who is adaptable, people-focused and comfortable leading in a fast-paced environment.\nYou'll have:\nAboriginal and/or Torres Strait Islander heritage and be accepted by your Community.\nExperience leading, coaching or developing teams.\nStrong relationship-building and communication skills.\nExperience in customer service, contact centres or operational environments.\nA passion for supporting and advocating for First Nations people.\nThe ability to influence, motivate and inspire others.\nStrong problem-solving skills and sound decision-making abilities.\nAgility and resilience, with the ability to adapt to changing priorities and business needs.\nConfidence working across multiple stakeholders and locations.\nA willingness to travel when required, including visits to Sydney Olympic Park and other NRMA locations.\nThis opportunity is open only to Aboriginal and/or Torres Strait Islander applicants.\nUnder 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.\nAs part of the recruitment process, we may ask you to provide a Confirmation of Aboriginality form.\nWhat’s in it for you?\nAt 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!\nProgressive flexibility, leave and well-being benefits to balance all of life's priorities\nTravel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts.\nComplimentary myNRMA Rewards membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more\nDiscounts on a range of NRMA personal insurance products including car, home & travel\nGrow, progress or relocate your career and move around the NRMA Group or different locations with us.\nKnow You Belong\nWe’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. \nReady to make a difference? Apply now - we can’t wait to hear from you! Or visit our careers site to find out more.\nFor a confidential yarn about the role, please contact:\nRich Smith\nTalent Acquisition Specialist - First Nations\n\nAs part of our recruitment process, successful applicants will be required to complete pre-employment checks.\nOur 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.","description_format":"text","description_chars":5720,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Gym membership"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Information Technology","Travel & Tourism","Vacation Rentals","Shared Mobility"],"lifecycle":[{"event":"open","at":"2026-09-24T00:01:16Z"}],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":0,"expected_fill_days":34,"reasons":["conf:5","stale_co","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/nrma-first-nations-team-manager-service-contact-centre-3","json_url":"https://alion.io/job/nrma-first-nations-team-manager-service-contact-centre-3.json","meta":{"generated_at":"2026-09-24T07:32:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}