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- Tasks: Lead a team to enhance customer experience through calls, emails, and digital enquiries.
- Company: Join a supportive organisation focused on customer service excellence.
- Benefits: Enjoy flexible working hours, generous leave, and a competitive salary.
- Other info: Great training opportunities and a commitment to inclusivity.
- Why this job: Make a real difference in customer service while developing your leadership skills.
- Qualifications: Experience in customer service and team management is essential.
The predicted salary is between 36306 - 39769 £ per year.
Looking for a proactive, customer‑focused individual to serve as Customer Contact Lead on a fixed 10‑month term. The role involves leading a small team of Customer Experience Advisors, supporting call, email, and digital enquiry handling, and ensuring the contact centre is appropriately resourced.
Benefits
- Salary: £36,306 - £39,769 per annum, pro rata
- 30 hours per week, flexible over 4–5 days
- 27 days annual leave plus 4 additional SYHA days, pro rata
- 5% pension contribution
- Flexible working options: Flexi Time, Condensed Hours, Part Time, Job Share
- Employee discount scheme, Westfield Health, Counselling, discounted gym membership, cycle to work scheme
- Access to a wide range of training and development programmes
Responsibilities
- Work alongside another Customer Contacts Lead to manage day‑to‑day operations of the Contact Centre, ensuring services are resourced and rotas are in place.
- Manage and support a small team of Customer Experience Advisors, promote clear communication, uphold high standards of customer service, and maintain a compassionate, professional response to a wide range of customer situations.
Qualifications & Experience
- Proactive and empathetic approach with strong organisational skills
- Experience managing or supporting a team in a contact centre or customer service environment
- Ability to plan and manage day‑to‑day and longer‑term rotas and staffing
- Strong communication skills, including handling sensitive situations professionally
- Commitment to customer inclusion and accessibility
- Good IT and digital skills, including 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 beneficial but not essential
SYHA is a Disability Confident Employer. Disabled applicants who meet the essential criteria will be guaranteed the opportunity to demonstrate their abilities at interview.
Closing Date: 24th May 2026 at midnight | Interview Date: 4th – 12th June 2026.
Customer Contacts Lead in Sheffield 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 in Sheffield
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a role like Customer Contacts Lead. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for customer service roles and practice your responses. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Show off your skills! If you’ve got experience with CRM systems or managing teams, make sure to highlight that during interviews. Bring examples of how you've improved customer service or team performance in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Contacts Lead in Sheffield
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service and team management. We want to see how your skills align with the role of Customer Contacts Lead, so don’t hold back!
Showcase Your Communication Skills: Since this role involves leading a team and handling sensitive situations, it’s crucial to demonstrate your strong communication abilities. Use examples from your past experiences to illustrate how you’ve effectively managed customer interactions.
Highlight Your Organisational Skills: We’re looking for someone who can manage rotas and staffing efficiently. Be sure to mention any relevant experience you have in planning and organisation, especially in a contact centre or similar environment.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at South Yorkshire Housing Association
✨Know Your Stuff
Make sure you understand the role of a Customer Contacts Lead inside out. Familiarise yourself with the responsibilities, especially around managing a team and ensuring high standards of customer service. Brush up on your knowledge of CRM systems and data protection, as these will likely come up in conversation.
✨Show Your Empathy
Since the role requires a proactive and empathetic approach, be ready to share examples from your past experiences where you've handled sensitive situations with care. This will demonstrate your ability to maintain professionalism while being compassionate towards customers.
✨Teamwork Makes the Dream Work
Highlight your experience in managing or supporting a team. Be prepared to discuss how you promote clear communication and uphold high standards within your team. Think of specific instances where your leadership made a positive impact on team performance.
✨Flexibility is Key
With flexible working options available, it’s important to show that you can adapt to different working patterns. Discuss your experience with planning and managing rotas, and how you ensure that services are always resourced effectively, even during busy periods.