Customer Service Representative (Inbound Contact Centre)

At NRMA Roadside we are proudly member-owned and one of Australia's most iconic and trusted brands. We are a voice for safer roads and are looking to attract purpose-led people to help lead the way to a sustainable electric future in motoring. As we advocate for change in government policy and support sustainable travel, together with us, you can get involved and create the future you want, helping the NRMA Group move Australia forward.  

Alongside our legendary Roadside assistance, the NRMA Group also owns or operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Marine. Take a look on the inside and you’ll discover that life with us is more than just a job – it’s your chance to grow your career and play your part in work that means more.

Our Inbound Customer Service Representatives play a critical role in the lives of people across Australia by helping to keep them safe and moving. They are the first point of contact with members who need NRMA Roadside Assistance.

Your primary focus will be to ask effective questions during the customer call to gather key details to capture a member's breakdown so we can provide the right help. You will put the member’s safety at the forefront of your conversation and use empathy to ensure our members feel understood and reassured.

What you need to know
 
We are looking for full-time employees to work 35 hours per week on a 3-week rotational roster between the hours of 5am-midnight, Monday to Sunday. This is a hybrid working environment, primarily working remotely from home but also with a commitment to work from our Sydney and Central Coast offices as directed. The start date for this position is 11th November 2024. 

What You’ll Bring  

NRMA is committed to ensuring a positive member experience and is seeking staff who possess the following skills:    

• Ability to thrive in a fast-paced, high volume call centre environment   
• High level of resilience and the ability to persevere through challenges with a 'can do" attitude   
• A motivated and driven individual - with the ability to effectively work under pressure whilst demonstrating empathy and understanding to our members   
• Positive energy with an immense passion to help others    
• Previous experience in a contact centre environment is highly desirable  
• Effective listening and communication skills with the ability to use discretion  
• Natural aptitude to navigate multiple complex computer systems with proven accuracy and attention to detail  
• Capacity to work autonomously within a remote team-based environment  
• A team player attitude, which supports and respects others’ diversity of thought

Follow the apply link to submit your CV and to answer some initial screening questions.    

Shortlisted applicants will be invited to complete a more in-depth online screening interaction (via email- please check your junk inbox). Successful candidates will then be invited to attend a virtual information session to learn more about the role and what it is like to work with us here at The NRMA.    

If you are shortlisted and require any adjustments during the recruitment process, please contact our recruiter when invited to an information session.   

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:     

• Eligibility for KPI/performance incentives on top of base salary post probation
• Shift loading for working weekends and public holidays    
• 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    
• "ME” day - one extra day of paid leave per year, called a ME Day, to use at any time during the calendar year.       
• Discounts on NRMA Insurance   

Know you Belong  

At NRMA Roadside, we celebrate and welcome differences and work together to create a respectful and inclusive workplace encouraging, supporting and celebrating the diverse voices of our employees.   

From First Nations peoples, to gender, age, ethnicity, sexual orientation and different abilities, we welcome people from all walks of life and embrace unique perspectives, better connecting us to the communities we serve.   

While we continue to commit to an inclusive, equitable and diverse workplace we are proud of our key achievements to date:      

• We made the 2022 AFR Boss Best Places to Work List   
• Recognised by Reconciliation Australia for our ‘Stretch’ Reconciliation Action Plan   
• Recognised by the Workplace Gender Equality Agency as an Employer of Choice for Gender Equality 2023-2025   
• Certified as a Family Inclusive Workplace   
• Awarded 2023 Australian Workplace Equality Index (AWEI) Bronze Employer & 2022 AWEI Most Improved Employer