Customer Contacts Lead

Job Description

Customer Contacts Lead

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’re 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 4–5 days), this role offers a great opportunity to gain hands‑on experience of leading a contact centre function in a busy environment.

You’ll 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’s keen to develop their leadership skills in practice.

At SYHA, we’re 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
• Access to a wide range of programmes to train and develop you.

For more information about our range of benefits, please visit the Your Wellbeing and Feeling at Home.

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’ll 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.

Please click here to apply – https://careers.syha.co.uk/vacancy/customer-contacts-lead-611107.html

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.

For an Informal Discussion Contact: Carina Kemp – Head of Customer Experience via email at C.Kemp@syha.co.uk

Closing Date: 24^th May 2026 at midnight

Interview Date: A range of interview dates will be available between 4^th – 12^th June 2026