Contact Centre Team Leader

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

Benefits offered by this job

On-site undercover carpark

Flexible work arrangements

Professional development opportunities

Salary packaging

Job summary

Community Housing Ltd on the Gold Coast is seeking an all-round people leader for the Contact Centre. You’ll guide and coach the team to deliver strong customer outcomes, manage performance, and remove roadblocks as the go-to escalation point.

You’ll stay visible, supportive and focused on growth for both people and service quality. You’ll lead day-to-day operations, coach and recruit, monitor performance, and prepare reports to inform decisions.

Qualifications

• Experience leading contact centre teams.
• Ability to manage sensitive or complex customer matters.
• Calm, adaptable approach with strong client focus.
• Strong coaching and feedback skills.
• Experience using CRM systems to analyse service data 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 Leadership

People development

Coaching and feedback

Performance management

Customer service expertise

Stakeholder engagement

Tools

CRM systems

Job description

What you’ll be doing.

As an all-round people leader, you’ll take a hands‑on approach to guiding, developing and supporting the team to deliver consistently strong customer outcomes. You’ll set clear expectations, actively manage and elevate individual and team performance through regular coaching, feedback and recognition, and create an environment where people feel supported to grow and succeed. As the trusted go‑to escalation point and key day‑to‑day contact, you’ll provide advice, remove roadblocks and step in when challenges arise, while remaining visible, approachable and available to the team.

• 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.

What we’re looking for

You’re the kind of leader who can keep the energy up, the team on track and customers at the heart of every decision. Equal parts coach, problem‑solver and calm head in a busy environment, you know how to bring out the best in people, tackle challenges with confidence and create a team culture where everyone can thrive.

• 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, clear professional boundaries and a strong client focus.
• A naturally positive and solutions‑focused mindset, with the ability to remain resilient and constructive when faced with challenges.
• 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.
• Knowledge of the Residential Tenancies Act or the social and community housing sector would be advantageous.
• A commitment to every person’s right to good‑quality housing and the ability to obtain a satisfactory Police Check.

Above else, we’re looking for people who bring our values to life every day:

• Teamwork – We collaborate, support each other and achieve more together.
• Integrity – We act with honesty, accountability and transparency.
• Service Excellence – We put people first, take initiative and strive to make a positive difference.
• Everyone Matters – We lead with empathy, respect and inclusion, valuing every person and perspective.

What’s in it for you.

At CHL, you'll be part of an organisation that's making a genuine difference in the lives of thousands of Australians every day. We offer:

• A purpose‑driven role with meaningful national footprint that makes a real impact.
• Your own on‑site, undercover and secure carpark!
• Opportunity to shape a high performing team and lead with impact.
• A collaborative, supportive and inclusive workplace.
• Flexible work arrangements and opportunities for professional development
• One day off a year as ‘You Day’ to celebrate you
• Great salary + Super + Salary Packaging (increase your take home pay!) and much more.

About CHL

At CHL, we’re working towards a world without housing poverty. As Australia’s largest regulated community housing provider, we’ve spent more than 30 years creating safe, secure and affordable homes where people can belong, thrive and build a brighter future. We’re a purpose‑driven organisation, and our people are at the heart of what we do. Our values of Teamwork, Integrity, Service Excellence and Everyone Matters guide how we work, how we support our customers and how we make a difference in communities across Australia.

Please note the advertising closing date is indicative only. CHL reserves the right to close the advertisement before the close date is reached.

Please note, appointments are subject to satisfactory pre‑employment checks, including a Police Check and any other checks required for the role.