Midnight Service Coordinator (Level 3)

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 Cruises.

That’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.

Play a pivotal part in supporting our Contact Centre after hours and gain true variety in your role.
You will be required to work a rotation roster between the hours of 10pm-6am, including weekends and public holidays. With great salary incentives (penalty rates and eligibility to bonuses after probation) and a true work from home role (with the occasional attendance to Sydney Olympic Park when required), this is a great role for someone working for work life balance during the day.

What You'll Do

• Provide exceptional service to members and customers by identifying their needs and offering appropriate solutions, ensuring a high-quality service aligned with NRMA Motoring and Service strategic outcomes.
• Set up new memberships, subscriptions, and additional services, including processing payments.
• Take inbound calls for roadside assistance across Business Motoring, NAPS, Electric Vehicle members and member services, handling all call types in line with NRMA policies, procedures, and compliance requirements.
• Monitor and action requests through multiple channels and NRMA systems, such as inboxes, queues, and apps.
• Case manage member and commercial business needs and establish action plans, including arranging car hire, vehicle transport, accommodation, and passenger transport.
• Follow Disaster Recovery processes during system outages.
• Real-time monitoring and coordination of manual/auto-dispatch, including support for Service Providers and stakeholders.
• Liaise with tow truck and country service providers for efficient service, outsource and reallocate jobs as required.
• Support and maintain safety standards, including incident safety reporting and notification.

What You'll Bring

• Experience in a Customer Contact Centre or similar service environment. Experience working late/graveyard shifts will be highly regarded.
• High level of interpersonal and problem-solving skills, especially via telephone and messaging.
• Effective communication skills across multiple channels with stakeholders, team members, and internal staff.
• Positive attitude towards feedback and learning, with the ability to remain resilient and calm under pressure.
• Resourceful and strong multi-tasking abilities, mindful of set timeframes and results.
• Proficiency in using computer-based systems and the ability to interpret and prompt basic system technology.
• Ability to work both autonomously and collaboratively as part of a team.
• Capable of owning your learning and development with support.
• Professional attitude, behaviour, and appearance in line with NRMA standards.

As part of our recruitment process, successful applicants will be required to complete pre-employment checks.
 

What's in it for you?

At 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!

• Progressive flexibility and well-being benefits to balance all of life's priorities.
• Complimentary myNRMA membership including discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more.
• Employee referral program with eligibility for a referral bonus of up to $2,000.
• Potential to grow, progress, or relocate your career and move around the NRMA Group or different locations with us.
   

Know You Belong

We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s why we welcome applications from First Nations Australians, 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.
 

Join the NRMA and grow your career with us. Apply now, we cannot wait to hear from you or visit our careers site to find out more!

Our 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.