Contact Centre Team Leader – Lead a Customer-Centric Team

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

Benefits offered by this job

Your own secure Carpark

Salary + Extras

Salary Packaging

Job summary

Community Housing Limited (CHL) is seeking a proven leader to head our Contact Centre team. The role focuses on guiding, developing and supporting staff to deliver consistently strong customer outcomes while escalating complex matters with sound judgement.

You will monitor performance, manage recruitment and training, and collaborate with stakeholders to continuously improve service delivery for customers and communities across Australia.

Qualifications

• Experience in a contact centre, customer service or team leadership environment.
• Ability to manage difficult or sensitive customer matters with sound judgement.
• Calm, adaptable and resilient with client focus.

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

Coaching

Performance management

Stakeholder management

CRM systems

Tools

CRM systems

Job description

Community Housing Limited (CHL) is seeking a proven leader to head our Contact Centre team. The role focuses on guiding, developing and supporting staff to deliver consistently strong customer outcomes while escalating complex matters with sound judgement.

You will monitor performance, manage recruitment and training, and collaborate with stakeholders to continuously improve service delivery for customers and communities across Australia.