Contact Centre Lead: Coach & Elevate Customer Experience

Community Housing Limited; Gold Coast City; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Great salary + Super + Salary Packing

On-site undercover and secure carpark

Flexible work arrangements and pro. de

You Day — 1 day off per year

Collaborative, supportive andInclusive

Job summary

Community Housing Limited is seeking an all‑round people leader to guide and develop a high‑performing contact centre team on the Gold Coast. You’ll coach, manage performance, and coordinate rostering while resolving complex customer issues with empathy and clear boundaries.

You’ll act as a trusted escalation point, work with stakeholders, and drive continuous improvement to ensure excellent customer outcomes and a positive service culture.

Qualifications

• Experience in a contact centre, customer service or team leadership environment, with demonstrated success leading and developing people.
• Confidence managing difficult, sensitive or complex customer matters, including interactions with vulnerable clients or people with high needs.
• A calm, adaptable and resilient approach, supported by sound judgement and a strong client focus.
• Strong coaching, performance‑management and relationship‑building skills, with the ability to give clear feedback and resolve day‑to‑day issues.
• Good computer skills and experience using customer service, contact centre or CRM systems, reports and service data to identify trends and inform decisions.

Responsibilities

• Provide day‑to‑day leadership and support to Contact Centre Representatives, creating an effective, engaged and customer‑focused team.
• Manage coaching, mentoring, recruitment, training, rostering and attendance to support smooth operations and strong performance.
• Act as an escalation point for sensitive, complex or unresolved customer matters, applying sound judgement and professional boundaries.
• Monitor performance through regular conversations, reviews, call‑quality monitoring and service‑effectiveness analysis, coordinating feedback, coaching and training.
• Prepare timely reports on contact centre activity, trends, service levels and performance measures to support operational decisions.
• Work with internal and external stakeholders, contribute to continuous improvement and step into Contact Centre Representative duties when required.

Skills

Contact centre experience

Customer service

Team leadership

Conflict handling

Coaching

Performance management

Relationship building

CRM systems

Housing regulations

Tools

CRM systems

Job description

Community Housing Limited is seeking an all‑round people leader to guide and develop a high‑performing contact centre team on the Gold Coast. You’ll coach, manage performance, and coordinate rostering while resolving complex customer issues with empathy and clear boundaries.

You’ll act as a trusted escalation point, work with stakeholders, and drive continuous improvement to ensure excellent customer outcomes and a positive service culture.