- Support & mentor a Contact Centre team delivering great customer service
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Handle customer enquiries & complaints with professionalism and care
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Enjoy flexibility, wellbeing support and meaningful work
About Us
Community Housing Limited (CHL) is a leading not-for-profit organisation dedicated to making a positive impact in the housing sector. We are committed to addressing housing issues and supporting vulnerable populations by offering affordable and sustainable housing solutions to individuals and families in need.
At CHL, our primary goal is to create safe, secure, and affordable housing options that empower individuals and families to thrive. With a focus on delivering high-quality service and outcomes, we manage over 11,000 new and existing properties across various communities. CHL is driven by a collaborative team culture where every member plays a vital role in achieving our mission.
The Role
Are you an experienced contact centre representative ready to take the next step? Do you enjoy helping your colleagues, solving complex problems, and ensuring customers receive the best service?
We are seeking a Contact Centre Team Leader to provide guidance and support to the team, act as a point of escalation for challenging enquiries, and help maintain our high standard of customer service. You will work closely with the Contact Centre Manager and team members to monitor performance, support training needs, and contribute to a positive, collaborative workplace culture.
What you will do:
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Provide expert support and mentoring to Contact Centre Representatives, acting as a point of escalation for sensitive or complex enquiries
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Continue performing Contact Centre Representative duties alongside the team to maintain quality service delivery
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Monitor call effectiveness and help identify coaching or training opportunities
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Liaise with internal and external stakeholders to ensure quality customer outcomes
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Promote a safe, balanced, and positive workplace aligned with CHL values and WHS requirements
What you will bring
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Experience working in an inbound call centre or customer service environment
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Ability to handle difficult clients professionally and with empathy
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Some knowledge of the Residential Tenancies Act (advantageous)
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Ability to mentor and support colleagues, fostering a positive and collaborative team environment
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Strong interpersonal skills with a professional approach to working with team members and stakeholders
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Commitment to the right of every person to good quality housing
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Satisfactory Police Check
Why Join Us?
Opportunity to step into leadership while staying connected to frontline work
Be part of a supportive, values-driven organisation
Ongoing learning and development opportunities
Contribute to a workplace that prioritises wellbeing, safety, and collaboration
Make a real impact by improving both team capability and customer experience
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Flexible work arrangements and opportunities for professional development
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Salary packaging + You Day + salary continuance & other benefits
To apply online, please click on the appropriate link.
To be considered, applicants must respond to the application questions and submit a cover letter and resume.
For a confidential conversation about the position, please contact Wade Simmons, Contact Centre Manager at [email protected].
Please note: A satisfactory Police Check is required for this role.
As an equal opportunity employer, CHL welcomes people from a diverse range of backgrounds. CHL acknowledges the Traditional Aboriginal owners of country throughout Australia and pays respect to their Elders past and present.
We look forward to hearing from you.
