Contact Centre Team Leader

About the role

CHL, Australia's largest regulated community housing provider, is looking for a Contact Centre Team Leader to lead and develop a customer-focused team. The role is hands-on: setting clear expectations, coaching and recognising staff, and acting as the day-to-day escalation point for the team.

Key responsibilities

• Provide day-to-day leadership and support to Contact Centre Representatives, building an engaged, customer-focused team.
• Manage coaching, mentoring, recruitment, training, rostering and attendance.
• Act as 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 reports on activity, trends, service levels and performance measures.
• Work with internal and external stakeholders, contribute to continuous improvement and step into representative duties when required.

Required profile

• Experience in a contact centre, customer service or team leadership environment, with proven success leading and developing people.
• Confidence handling difficult, sensitive or complex customer matters, including vulnerable clients or people with high needs.
• Calm, adaptable and resilient approach with clear professional boundaries and a strong client focus.
• Strong coaching, performance management and relationship-building skills.
• Commitment to the right to good-quality housing and ability to obtain a satisfactory Police Check.
• Advantageous: knowledge of the Residential Tenancies Act or the social and community housing sector.

Required skills

• Good computer skills and experience with customer service, contact centre or CRM systems.
• Using reports and service data to identify trends and inform decisions.

What we offer

• A purpose-driven role with a national footprint.
• Your own on-site, undercover and secure carpark.
• Flexible work arrangements and opportunities for professional development.
• One day off a year as 'You Day'.
• Salary, superannuation and salary packaging.