Member Experience Team Lead

5 days ago

Melbourne, Victoria, Australia Racv Full time

**No Cold Calling - all calls are to existing RACV members**:

- **Hybrid Working Environment - No weekends**:

- **Great RACV Benefits**

Join RACV and become part of a team that genuinely cares. For over 115 years, we've supported members on the road, at home, and while travelling. Making a positive impact every day.

As the **Member Experience Team Leader**, you'll guide and empower a team of Outbound Specialists to deliver proactive, engaging, and customer-first conversations to existing RACV members. Your leadership will be instrumental in driving performance, fostering a positive team culture, and leading outbound strategies that support member engagement and retention.

**Role Details**:

- **Full-time, permanent role starting 14th July 2025**:

- **Monday to Friday, shifts designated between the hours of 8am-6pm.**:

- **Hybrid working**:

- **Paid training and ongoing support**

**What you'll do**
- Lead, coach and motivate a team to deliver exceptional outbound service to existing RACV members
- Drive performance and engagement through meaningful member interactions
- Oversee outbound initiatives to existing members and customers based on provided lists and campaigns
- Collaborate with stakeholders and improve processes for better outcomes
- Use data and insights to optimise outbound strategies and team performance

**What you bring**
- Proven leadership experience in outbound sales or customer service
- Strong people and communication skills
- A customer-first, results-driven mindset
- Ability to build team culture, manage change and work strategically
- Experience working in a fast-paced contact centre environment
- Strategic thinking and data-driven decision-making
- Qualifications in Business, Training or Project Management (desirable)

**RACV benefits**
- Great discounts on Insurance and Free Basic Emergency Roadside Assistance.
- Free secure onsite staff car park.
- Discounts on accommodation at RACV Resorts.
- Outdoor courtyard with facilities to enjoy during breaks.
- Onsite café with barista made coffee.
- Free onsite mobility hub and gym.

Ready to reach your full potential? Curious about where this role could take you? Then join our team where the work is meaningful, making a difference matters, and you can grow your career in more ways than one.

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.

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

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