Contact Centre Team Leader

About the role

We are looking for an experienced Contact Centre professional to step into a Team Leader position. You will guide a team of representatives, handle complex enquiries, and ensure a high standard of customer service while staying connected to frontline work.

Key responsibilities

• Provide expert support and mentoring to Contact Centre Representatives.
• Act as the escalation point for sensitive or complex customer enquiries.
• Continue to perform representative duties to maintain service quality.
• Monitor call effectiveness and identify coaching or training needs.
• Liaise with internal and external stakeholders to achieve quality outcomes.
• Promote a safe, balanced, and positive workplace aligned with CHL values and WHS requirements.

Required profile

• Experience in an inbound call‑centre or customer‑service environment.
• Ability to handle difficult clients with professionalism and empathy.
• Knowledge of the Residential Tenancies Act is advantageous.
• Strong interpersonal skills and a collaborative approach.
• Commitment to the right of every person to good quality housing.
• Successful police check.

Required skills

What we offer

• Opportunity to move into leadership while staying on the front line.
• Supportive, values‑driven organisation.
• Ongoing learning and development.
• Wellbeing, safety and collaboration focus.
• Flexible work arrangements and professional development.
• Salary packaging, "You Day", salary continuance and other benefits.