Team Manager - Roadside Assistance Centre

Great things start here

Lead from the front in a fast-paced, purpose-driven environment where every decision makes a difference to our members.

Join RACV in a permanent full-time role commencing Monday, 28 September 2026.

You'll work a rotating three-week roster across operating hours of 6:00am to 11:30pm, with a requirement to work two weekends per roster cycle. In return, you'll be part of a supportive team delivering critical assistance to our members when they need it most.

About the Opportunity

As RACV continues to transform, the Roadside Assistance Team Manager sits at the intersection of people, digital innovation and AI. The role leads teams to work confidently alongside AI agents, modern case management technologies and automation, while ensuring human empathy, judgement and connection remain at the heart of every member interaction.

Leading through ongoing change, the Roadside Assistance Team Manager fosters a high-performing, psychologically safe and inclusive culture that is agile, resilient and future-ready. Balancing operational excellence with people leadership, the role drives outstanding member outcomes, quality and service excellence, while championing employee wellbeing.

Your key responsibilities will be:

• Improve the operational effectiveness of consultants by identifying training needs (skills/ knowledge) via call assessment and appraisals and developing subsequent strategies and work practices that ensure agreed performance and service delivery is achieved.
• Build, monitor and maintain individual staff development plans via regular team meetings and rigorous coaching/mentoring support as required.
• Providing effective performance management actions such as counselling or taking appropriate action as required.
• Drive continuous innovation and change via Contact Centre processes within the workplace.
• Goes the extra mile’ in overall management of the RAC by ensuring delivery of Australia’s’ best member experience.
• Identify opportunities to continuously improve and take a proactive approach to own development.

What you’ll need to be successful:

• Supportive, empathetic and inclusive leadership capability.
• Effective communication across voice, digital and AI-assisted channels.
• Coaching, mentoring and capability-building skills.
• Leading through change — change leadership with an agile, adaptive mindset.
• Conflict resolution and de-escalation skills.
• Critical thinking and sound judgement.
• Digital and AI fluency, including working alongside AI agentic agents and automation.
• Case management and data-informed problem solving.
• Member-first customer service and experience focus.
• Emotional agility, resilience and a continuous-improvement mindset.

The RACV difference

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

Application process

You can learn more about the RACV at racv.com.au/about-racv/our-people/work-at-racv.

Submit your CV via the link below.

Applicants will be required to provide evidence of their eligibility to work in Australia and consent to a criminal record check.

Additionally, Applicants must confirm their ability to perform the inherent requirements of the position as outlined in the Job Task Analysis -Corporate and whether any reasonable adjustments may be required.