Front Desk Engagement Lead – Aged Care & Ops

Ascham School; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

My Guardian in Sydney Olympic Park is seeking a proactive Front Desk Engagement Team Leader to oversee the daily operations, productivity, and customer service delivery of the front‑of‑house engagement team.

You will lead by example, coach members, manage rosters and KPIs, handle high‑volume inquiries, and ensure a welcoming reception while maintaining confidentiality and compliance within a busy aged care and disability care environment.

Qualifications

• Demonstrated leadership of a reception, contact centre, or customer service team.
• Background in aged care, disability support, healthcare, or NDIS environments is valued.
• Experience managing high call volumes and sensitive escalations with composure.
• Strong grasp of KPI monitoring, roaster coordination, and process improvement.
• Excellent communication with discretion and professional presentation.

Responsibilities

• Direct, mentor and support Front Desk Engagement Officers and manage daily workflows, rosters, break coverage, KPIs, and onboarding/training.
• Oversee high‑volume inbound calls and shared email inboxes; monitor metrics and step in during peaks.
• Act as primary escalation point for complex or sensitive inquiries and ensure timely resolution and documentation.
• Ensure a welcoming reception, oversee office purchasing, stock levels, meeting room prep, and facilities requests.
• Conduct QA reviews, uphold confidentiality/privacy, and adhere to WHS guidelines.

Skills

Leadership

Customer service management

Call management

KPI monitoring

Office operations

Tools

Telephony systems

Shared inboxes

Business administration software

Job description

My Guardian in Sydney Olympic Park is seeking a proactive Front Desk Engagement Team Leader to oversee the daily operations, productivity, and customer service delivery of the front‑of‑house engagement team.

You will lead by example, coach members, manage rosters and KPIs, handle high‑volume inquiries, and ensure a welcoming reception while maintaining confidentiality and compliance within a busy aged care and disability care environment.