With over 1.3 million members, RAC is one of WA’s most iconic and trusted brands. We are a purpose-led organisation committed to connecting people to a shared purpose, fostering growth by removing obstacles and leading change to create sustainable value for members by being the driving force for a better WA
The role of Onboarding Team Manager within our Contact Centre focuses on creating a high-performing and engaging learning environment that supports employee competency and delivers excellent member outcomes. This role is based across our Joondalup and West Perth offices.
What will you be doing:
You’ll lead, coach and inspire new consultants in providing excellent member experiences as well as:
Monitor and support performance measures to ensure training is effectively embedded and consultants are set up for ongoing success.
·Monitor quality standards and ensure compliance with product and legislative guidelines.
Drive engagement through targeted initiatives, campaigns, and continuous improvement projects.
Support the recruitment and selection of new Member Solutions Consultants.
Build highly engaged teams that are connected to RAC’s purpose, vision, and values.
Build strong relationships with stakeholders, including Operations and support teams.
What we are looking for:
As a member-based organisation, alignment to our values is essential, in addition to:
A seasoned customer service professional with leadership experience in a busy, multi-tasking contact centre environment
Strong leadership and interpersonal skills with the ability to motivate and develop team members
Experience or exposure in interviewing and recruitment of new team members
Experience in managing KPI’s and coaching to drive improvement
Creating a cohesive and collaborative work environment
Excellent communication skills with the ability to listen & relate well to others
Ability to demonstrate empathy and resilience in difficult situations
Strong computer literacy and ability to use many applications at once whilst having engaging conversations
What Can We Offer You?
A career at RAC is more than just a job. We’re passionate about our people and committed to creating an environment that supports growth, diversity and wellbeing. You’ll enjoy:
Access to exclusive RAC member benefits
Flex@RAC – our flexible working program
A strong Diversity & Inclusion strategy
Generous discounts on insurance and free roadside assistance
In-house health and wellness programs
Competitive salary + super, with the option to purchase additional leave
A vibrant Social Club with over 900 members!
If you are interested in shaping the experience and success of our new team members, we encourage you to apply!
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