Omni Services Team Lead

• Noble Park location | Hybrid working
  • Permanent full-time opportunity
  • Competitive salary | RACV product discounts | Lead the future of digital member service

Great things start here

RACV is transforming how we support, connect with and create value for our members. We are looking for a digitally minded leader who can help shape the next generation of member service across chat, messaging, social, email, AI-enabled support and self-service channels.

About the Opportunity

Reporting to the Head of Member Experience, the Omni Services Team Lead will lead a high-performing team responsible for real-time digital support across live chat, messaging, social media and email. This is a hands-on leadership role with the opportunity to influence RACV’s omnichannel strategy, lift digital capability, improve member experiences and help define what great service looks like in an AI-enabled environment.

In this role, you will:

• Lead, coach and inspire a digitally skilled team to deliver fast, helpful and human service across RACV’s digital channels.
• Champion digital-first service and bring fresh thinking to how members interact with RACV through chat, messaging, social media and email.
• Optimise conversational journeys and support the adoption of AI, automation and self-service tools that work seamlessly alongside our people.
• Use data, conversation analytics and member insights to improve performance, remove friction and create better digital experiences.
• Balance operational delivery with continuous improvement, innovation and strong risk and compliance discipline.
• Build team capability for new ways of working alongside AI and automation, enabling specialists to focus on higher-value, complex and empathy-led member interactions.

What will help you succeed:

• At least three years’ experience leading teams in a contact centre, customer service, digital service or similar operational environment.
• Experience in digital and/or chat service delivery, with a strong understanding of digital customer or member journeys.
• Exposure to conversational AI, chatbots, live chat, messaging platforms, digital channel tools or customer experience technologies.
• A track record of improving service performance, redesigning journeys or supporting digital transformation initiatives.
• Strong written communication skills suited to text-based service channels, with the ability to interpret data and turn insights into action.
• A people-first leadership style, with the ability to engage, develop and support teams through change.
• Sound judgement, curiosity and confidence working in an environment where technology, member expectations and ways of working continue to evolve.
• Desirable qualifications in business, digital/CX, communications, project management or process improvement.

The RACV difference

At RACV, you will join an organisation with a proud history and a strong focus on the future. We value diverse thinking, inclusive leadership and people who want to make a meaningful difference for our members, customers and communities. 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.

If you are excited by digital service, people leadership and the opportunity to shape the future of member engagement, we would love to hear from you. 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.