Head of Member Assistance Sales and Service Contact Centre

Head of Member Assistance Sales and Service Contact Centre(Job Number: 250001HY)

Description

• Lead the strategic transformation of a multichannel contact centre
• Inspire and develop high-performing teams in a purpose-driven organisation
• Drive innovation and operational excellence in a member-first environment

Lead RACQ's contact centre transformation - drive culture, service excellence, and member-first innovation. At RACQ, we're good people doing good things, making a positive impact every day, with opportunities to learn, grow, and be more. As the Head of Member Assistance Sales and Service Contact Centre, you'll lead the strategic direction and daily operations of RACQ's contact centre, ensuring exceptional service delivery across phone, email, and digital channels.

About the role:

• Champion innovative, technology-enabled solutions to enhance member experience
• Lead and inspire high-performing teams through cultural change and engagement
• Drive sales performance and operational effectiveness across all channels
• Partner on strategic workforce planning and talent acquisition initiatives
• Collaborate across departments to align strategy, policy, and process

About you

You're a strategic leader with a passion for people, performance, and transformation. You bring deep experience in financial services and thrive in fast-paced, complex environments.

You'll bring:

• 10+ years' experience in contact centre or service leadership roles
• Relevant experience in the financial services and eligibility to act as an ASIC Responsible Manager under AFSL
• Ability to inspire high-performing teams by cultivating a positive and resilient culture and driving engagement through meaningful development and support.
• Proven ability to lead cultural and technology-enabled transformation
• Strong capability in workforce planning, performance management, and compliance

Why join RACQ?

It is an exciting time to be part of RACQ as we continue our transformation towards better, smarter solutions that deliver more security and prosperity for Queenslanders. We are big enough to make a real difference in our community, yet small enough to nurture your professional and personal development.

By joining RACQ, you'll be part of new sustainability initiatives, including a commitment to being a carbon neutral organisation by 2032. We've invested in and partnered with sustainable companies, including the introduction home solar and batteries, Green Home and Car Loans, and many other products and initiatives. We'll continue to advocate for, research, and offer green solutions.

RACQ is committed to ensuring that every employee has access to flexibility in their role. We encourage all candidates to discuss what flexibility means to you, and how we can help you find your balance.

At RACQ we are passionate about building a diverse and inclusive workplace to create better outcomes for our employees and our members. We aim for our teams to be a true reflection of our communities and are committed to inclusion particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. Applicants from these and other diverse backgrounds are encouraged to apply. If you have any support or access requirement, please advise us at the time of applying.

What we offer you:

Our employee benefits are designed to enrich your work life, your home and the community you live in, some of these include:

• Financial benefits and discounts on a range and of banking, assistance and insurance products
• Give back to our communities with paid volunteer leave, payroll giving and volunteering for community events such as MotorFest.
• A range of flexible working and leave options, parental leave of 16 weeks, purchased leave up to 4 weeks per year, cultural observance leave, substitution of public holidays for cultural/religious reasons, personal leave for wellbeing, gender affirmation leave.
• Prioritise your wellbeing with discounts on health programs and access to wellbeing initiatives such annual flu vaccinations, corporate health insurance offer and free and confidential Employee Assistance Program (EAP).
• Invest in your development with in-house development programs and access to an extensive digital learning platform.

You can check out all our employee benefits at

Ready to apply to do good stuff daily?

Questions or require any adjustments? Please contact or visit

Please Note: to objectively and comprehensively assess your potential and suitability for the role, RACQ may require you to complete psychometric assessments and/or background checks (which may include working rights, professional references, employment history, qualification/education, professional membership, criminal history, credit, bankruptcy, watch list, politically exposed person, ASIC financial register, directorship and driving history checks) as part of the application process. Want to know exactly which background checks are needed for this role? Reach out to People and Culture at

Work LocationsEight Mile Plains 2649 Logan Road Eight Mile Plains 4113