• Are you a qualified mechanic or auto electrician who is passionate about working with purpose?  
• Do you want to be part of an inclusive team that values gender equality and diversity?  
• Would you like to be part of an iconic Australian brand dedicated to delivering great customer service?  

This is the role for you!   

What You'll Do

As an NRMA Roadside Patrol you'll play a critical role in supporting our members.    

You will provide a range of emergency roadside assistance, deliver exceptional member service and use your automotive expertise to keep our members moving in the safest way – and when they need it most. You will respond to service calls to diagnose and troubleshoot mechanical breakdowns, change flat tyres, jump-start vehicles, provide fuel delivery, sell and install batteries, assist lock outs & ensure all customer and job information is recorded accurately.  

You will represent the NRMA brand performing your role with integrity, valuing diversity and living our playbook values.  

Your roster       

We are recruiting full-time employees to work a base of 38 hours per week between 06:00 – 24:00 , on a scheduled roster between Monday to Sunday offering attractive penalty rates . Your rosters will be supplied in advance enabling you with the flexibility to plan for positive work /life balance.  

What You'll Bring      

• Automotive/Motor Mechanic Tradesperson Certificate (NSW Fair Trading)
• Valid Australian Driver’s License (minimum full license C class)  
• Experience in mechanical repair with an understanding of motor vehicles and the motor vehicle industry  
• Knowledge of work, health and safety practices and successfully apply these skills to motor vehicle repair/servicing and customer service  
• Ability to utilise mechanical and electrical automotive expertise to assess the appropriate action to keep our members moving in the safest way  
• Strong communication and customer focus with proven ability to work with a range of diverse communities  
• Team player attitude driven to maintain a positive and strong work ethic to support others   
• Ability to remain calm and focused when under pressure whilst always demonstrating empathy and understanding to our customers      
• Motivated self-starter – driven to self-develop & keep updated with new technical skills and industry trends

What’s in it for you? 

To help our employees feel valued, engaged and celebrated we provide a range of employee benefits including:  

• 5 weeks annual leave      
• Free Roadside Assistance - for 2 vehicles covered under our Complete Care (valued at $410)    
• Generous discounts on NRMA Insurance  
• Branded and equipped work vehicle   
• Indepth induction program and ongoing technical training and development provided  
• Access to exclusive MyNRMA member marketplace benefits -  including discounts on fuel, movie tickets, attractions & experiences, cafes & restaurants and many more    
• 18 weeks paid primary and 4 weeks paid secondary parental leave entitlements

At the NRMA, inclusion and diversity are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. It fuels our innovation, promotes flexible ways of working and connects us closer to our members and the communities we serve.

If this sounds like what you have been looking for and you’re ready to really make a difference we are waiting to hear from you!

Follow the apply link to submit your CV and to answer some initial screening questions. Shortlisted applicants will be invited to complete a phone interview (please monitor your email inbox including junk mail) .   

Already applied? If you have applied for this position within the last 6 months, you don’t need to reapply – your application will be assessed, and we will be in touch if your application is shortlisted further.  

Please note: an offer for this role will be subject to successful pre-employment checks including reference checks, pre-employment medical assessments and a National Police Check. A Driving History check will be requested prior to the interview stage and must pass NRMA’s d riving history requirements for this position.  

We are looking for a Customer Care Specialist to join our team. 
A Customer Care Specialist's role is to protect the financial wellbeing of our client's customers and minimise fraud losses. 

Customer Care Specialists achieve this by providing exceptional customer service when interacting with our client's customers through inbound and outbound phone calls as well as ensuring all alerts and necessary escalations of potential fraud cases are completed in a timely manner.

About the Role:

• Handle customer interactions via inbound and outbound calls, ensuring excellent customer service.
• Accurately and timely complete outputs from fraud detection systems, addressing all alerts and fraud cases as needed.
• Liaise with merchants, Visa, and internal departments to assist in the mitigation of fraud
• Proactively analyse transactional data to identify fraud trends and risks.

The Customer Care and Retention Manager is a key leadership position within Neilson, responsible for managing Customer Service, Claims and Customer Retention activities, delivering an exceptional experience for customers across all touchpoints, following the sale of a life insurance policy. 

This position plays a critical role in maintaining customer satisfaction, resolving escalated issues, and optimizing the efficiency and effectiveness of Customer Care and Retention Operations.

Working closely with the Customer Transformation Lead and Group Head of Retention, the Customer Care and Retention Manager will take a hands-on approach to implementing and evolving existing Customer Care processes, driving an ethos of continuous improvement and delivering excellent outcomes for customers. 

Duties & Responsibility
As the Customer Care and Retention Manager, your primary responsibilities will include:

• Orchestrating optimal customer service performance by fostering a customer-focused, high-energy atmosphere within the team.
• Conducting impactful one-on-one sessions with Customer Care and Retention Agents, offering personalised coaching and development plans to enhance their performance.
• Leading, mentoring, and managing direct reports within the Customer Care function; initially Agents and as the team grows, the role will have Team Managers as direct reports.
• Setting clear performance expectations and goals for Team Managers/Agents, monitoring their progress, and providing regular feedback and coaching.
• Inspiring and engaging the team through effective team meetings, buzz sessions, and incentives to consistently achieve outstanding results.
• Managing the completion and timely updating of weekly and monthly trackers, dashboards, and performance reports, taking full accountability for team results.
• Monitoring and reviewing key service metrics and performance indicators to effectively manage the quality of service.
• Generating regular performance reports, analyzing data to identify trends, areas for improvement, and opportunities to enhance efficiency.
• Overseeing claims handling to ensure that claims are dealt with empathetically, administered accurately, handled efficiently, and documented appropriately.
• Handling customer complaints or complex issues, in accordance with Neilson’s complaints handling procedures, ensuring prompt resolutions.
• Collaborating with sales and marketing teams to gather customer feedback, identify areas of improvement, and implement strategies to enhance customer satisfaction and retention.
• Supporting the maintenance of Customer Service, Claims, and Retention procedure manuals.
• Upholding a positive, supportive, and engaging leadership style when communicating changes, updates, or launching new initiatives.
• Making a substantial contribution to the team's success and the company's overall objectives.
• Embodying the core values of the company: Customer Focused, Results Driven, and Team Spirited.