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
Additional Information
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.
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