Front Desk Engagement Lead – Onsite in Sydney

My Guardian

Sydney

On-site

AUD 90,000 - 110,000

Full time

4 days ago

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Job summary

My Guardian is seeking a proactive Front Desk Engagement Team Leader to oversee daily operations and customer service at our Sydney Olympic Park office. You will lead the front-of-house engagement team, coach staff, and drive continuous service improvements across all front-line interactions.

You will champion accountability and ensure seamless reception, visitor management, and admin processes while maintaining confidentiality and a welcoming environment for clients, families, and carers.

Qualifications

Proven leadership of reception, contact centre, or customer service teams.
Background in aged care, disability support, healthcare, or NDIS environments preferred.
Experience handling high call volumes and sensitive escalations with calm under pressure.
Strong grasp of KPI monitoring, rostering, and process improvement.
Excellent interpersonal skills with confidentiality and professional presentation.
Comfort with telephony systems and administrative tools.

Responsibilities

Direct, mentor, and support Front Desk Engagement Officers; manage daily workflows and onboarding.
Oversee high-volume inbound calls and shared email inboxes; monitor call metrics.
Act as escalation point for complex or urgent inquiries and document resolutions.