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- Tasks: Lead a team in a busy contact centre, managing calls and emails to deliver excellent customer service.
- Company: Join South Yorkshire Housing Association, a values-driven workplace focused on making a difference.
- Benefits: Enjoy flexible working hours, generous holiday entitlement, and a range of employee discounts.
- Other info: Opportunity for professional development and a supportive, friendly team culture.
- Why this job: Gain hands-on leadership experience while supporting a compassionate team in a dynamic environment.
- Qualifications: Experience in customer service and team management, with strong communication skills.
The predicted salary is between 36306 - 39769 £ per year.
Temporary, Part Time 30 hours / week
Fixed term until 31 March 2027
Salary £36,306 - £39,769 per annum, pro rata
Are you a proactive, customer-focused person who enjoys working with people and making a difference? Are you looking to build your leadership experience in a supportive environment?
We are looking for a motivated Customer Contacts Lead to join us on a fixed-term basis for 10 months, providing important leadership support during a temporary period. Working 30 hours per week (flexible over 45 days), this role offers a great opportunity to gain hands-on experience of leading a contact centre function in a busy environment.
You will work alongside another Customer Contacts Lead to support the handling of calls, emails and digital enquiries, while managing a small team of Customer Experience Advisors to deliver a high-quality, responsive service. This role would suit someone who enjoys leading and supporting others, organising rotas and workloads, and working collaboratively with different teams and who is keen to develop their leadership skills in practice.
At SYHA, we are a supportive, values-driven workplace offering flexibility, a caring and friendly team, and a great package of benefits.
The role is based in our Rockingham Street Office in Sheffield, with flexibility to work on a hybrid basis.
Our wider benefits:
- Salary £36,306 - £39,769 per annum, pro rata
- Working hours 30 hours per week
- Generous holiday entitlement: 27 days annual leave, statutory bank holidays plus an additional 4 SYHA days, pro rata.
- 5% pension contribution
- Excellent flexible working options including Flexi Time, Condensed Hours, Part Time, and Job Share.
- Excellent benefits including:
- SYHA Rewards - employee discount scheme, which offers cash back and shopping discounts. Plus advice and resources on health eating, financial wellbeing, exercise and mastering your mental health
- Westfield Health (employer paid)
- Counselling
- Discounted Gym membership
- Cycle to work scheme
More about the role:
Working alongside another experienced Customer Contacts Lead, this role is responsible for the day-to-day management of the Contact Centre, ensuring services are appropriately resourced and rotas are in place so customers can contact us easily and receive good outcomes. Reporting to the Customer Experience Project Manager, you will manage and support a small team of Customer Experience Advisors, promoting clear communication, high standards of customer service and a compassionate, professional response to a wide range of customer situations.
Who you are:
You have a proactive, empathetic approach, strong organisational skills and a genuine commitment to putting customers at the heart of what you do. You will be able to demonstrate:
- Experience of managing or supporting a team
- Experience in a contact centre or customer service environment
- Ability to plan and manage rotas and staffing day-to-day and longer term
- Strong communication skills, including handling sensitive situations professionally
- A commitment to customer inclusion and accessibility
- Good IT and digital skills, including use of CRM systems and Microsoft tools
- Ability to understand and use data to support service delivery
- Understanding of GDPR and data protection when handling customer information
- Knowledge of the housing sector is beneficial but not essential
Who we are:
At South Yorkshire Housing Association, our purpose is for our customers to settle at home, live well and realise their potential. Feeling settled and living well means different things to the people and families that live across South Yorkshire. So, we work with people in different ways from our extra-care housing, to providing services and opportunities that individuals can access in their home, workplace and community, to creating houses for affordable rent.
Our employees enable us to create the best services, support, and experiences for our customers. We believe that difference makes us better, and that our services are made stronger by having a diverse workforce. We encourage and welcome applications from all backgrounds.
Please note that we may remove this advert prior to the advertised date, dependent on the level of response received. Please apply at your earliest convenience.
At SYHA, we value the incredible contribution and talent that people with disabilities can and do bring to our workplace and we are proud to be a Disability Confident Employer. As part of our commitments, we will ensure that disabled applicants who meet the essential criteria for the role will be guaranteed the opportunity to demonstrate their abilities at interview. To be considered under the scheme, disabled applicants must disclose their disability (as defined by the Equality Act 2010) on the Equal Opportunities section of the job application.
SYHA does not hold a sponsorship license and are unable to provide visa sponsorship.
For more information about our application and interview process, plus answers to our frequently asked questions, please click here to go to our Candidate Toolkit.
Closing Date: 24th May 2026 at midnight
Interview Date: A range of interview dates will be available between 4th-12th June 2026
Customer Contacts Lead employer: South Yorkshire Housing Association
Contact Detail:
South Yorkshire Housing Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contacts Lead
✨Tip Number 1
Get to know the company! Research South Yorkshire Housing Association and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership skills! Since the role involves managing a small team, think of examples from your past experiences where you've successfully led or supported others. Be ready to share these stories during your interview.
✨Tip Number 3
Show off your customer service chops! Prepare to discuss how you've handled challenging customer situations in the past. Highlight your proactive and empathetic approach, as this aligns perfectly with what SYHA is looking for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re keen on joining us at SYHA and ready to take the next step in your career.
We think you need these skills to ace Customer Contacts Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role of Customer Contacts Lead. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Leadership Skills: Since this role involves managing a team, be sure to include examples of your leadership experience. Talk about how you've supported others and organised workloads in previous roles to demonstrate your capability.
Be Personable and Proactive: We love a proactive approach! In your application, share instances where you've gone above and beyond for customers or colleagues. This will show us that you truly care about making a difference.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way to ensure it gets to the right people. Plus, you'll find all the details you need about the role and our values there.
How to prepare for a job interview at South Yorkshire Housing Association
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Contacts Lead role. Familiarise yourself with the responsibilities, such as managing a team and ensuring high-quality customer service. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Since this role involves leading a small team, be prepared to discuss your previous leadership experiences. Think of specific examples where you've successfully managed a team or handled sensitive situations. Highlight your proactive and empathetic approach to leadership, as these qualities are essential for the role.
✨Demonstrate Your Customer Focus
The job is all about putting customers at the heart of what you do. Be ready to share examples of how you've gone above and beyond to ensure customer satisfaction in past roles. Discuss your understanding of customer inclusion and accessibility, as this aligns with the values of the organisation.
✨Prepare Questions to Ask
Interviews are a two-way street, so prepare thoughtful questions to ask your interviewers. Inquire about the team dynamics, the challenges they face in the contact centre, or how success is measured in this role. This shows your interest and helps you determine if the company is the right fit for you.