Company Description NRMA has been serving Australians for over 100 years and we pride ourselves on our reputation as one of Australia’s most trusted brands. We have exciting and ambitious plans and hope to attract purpose-led individuals as we lead the way to a sustainable, electric future in motoring. If you would like to learn more about what we do, read more here https://www.mynrma.com.au/community. Job Description Do you enjoy leading with purpose and delivering great customer service? Are you passionate about coaching and development? Want to be part of an inclusive team at an iconic Australian brand? This is the opportunity for you The Role As a Team Manager in the Roadside Assistance Call Centre, you will lead, support, coach and develop a team of 14 - 16 Customer Service Representatives in delivering an exceptional member experience that focuses on high quality service, empathy & caring for the safety of our members. You will drive and motivate your team to successfully provide a first service resolution by providing a great customer experience with a focus on keeping our customers safe and displaying empathy for the different situations they may be in. You will be a role model for your team, cultivating trust and leading with authenticity & integrity, showing genuine interest & care for people. This is a full-time position, working 35 hours per week, on a 6-week rotating roster between the hours of 7:00am – 7:00pm. Desired Skills and Attributes: Demonstrated success in leading a team Ability to create and develop a strong team spirit & build rapport Strong leadership and negotiation skills Leading as a role model throughout change initiatives by proactively managing communication & ensuring buy-in and commitment by the team and key stakeholders Proven coaching and development skills coupled with an ability to articulate clearly in a plan for your team members Effective use of available tools and technology to work collaboratively, setting goals aligned to business objectives, solve challenges & connecting with colleagues outside the team Natural curiosity for and ability to translate customer insights into tangible coaching opportunities to deliver a better outcome for our members Exceptional verbal communication through all platforms, including video and interpersonal skills working with all teams including senior leadership Knowledge of contact centre telephony, quality assurance and workforce planning tools What’s in it for you? To ensure our employees feel valued, empowered and celebrated we provide a range of employee benefits including but not limited to: Free Roadside Assistance - for 2 vehicles covered under our Complete Care (valued at $410) 5 weeks annual leave Market leading 18 weeks paid primary and 4 weeks paid secondary parental leave entitlements Access to exclusive MyNRMA member marketplace benefits - including discounts on fuel, movie tickets, attractions & experiences, cafes & restaurants and many more ‘ME’ day - one extra day of paid leave per year, called a ME Day, to use at any time during the calendar year. Opportunity for ongoing training and career development My Thanks reward and recognition program for great contributions to the team Generous discounts on NRMA Insurance Additional Information If you are shortlisted and require any adjustments during the recruitment process, please advise our recruiter at the next stage. Applications close on the 29.12.23 and should include a current CV/resume and covering letter. The NRMA is committed to achieving equal opportunities for all through inclusion, diversity and flexibility. All qualified applicants including minorities, LGBTQIA identifying individuals, Aboriginal and Torres Strait Islander Peoples and those identifying with a disability are encouraged to apply.