Front Desk Engagement Officer

My Guardian; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

My Guardian is seeking a Front Desk Engagement Officer to be the first point of contact for clients, families and stakeholders in our Sydney Olympic Park office. You will manage high volumes of inquiries with warmth, triage calls, and support front-of-house operations to ensure smooth service delivery.

The role requires exceptional communication, the ability to multitask, and a professional, calm demeanor under pressure.

Qualifications

• Previous experience in customer service or reception roles.
• Exceptional communication and interpersonal skills.
• Ability to multitask and manage competing priorities.
• Strong problem-solving and organisational skills.
• Calm, professional, friendly under pressure.
• Experience in aged care, healthcare, NDIS, or community services is valued.

Responsibilities

• Manage a high volume of inbound calls and enquiries
• Triage and direct calls to appropriate departments
• Support clients, carers, families and stakeholders with warmth
• Handle urgent and sensitive matters calmly and efficiently
• Welcome visitors and support front-of-house operations
• Monitor shared inboxes and provide administrative support
• Liaise with operational and clinical teams
• Maintain accurate records and communication notes
• Deliver a premium customer experience at every interaction

Skills

Customer service

Excellent communication

Multitasking

Problem solving

Organisational skills

Calm under pressure

Attention to detail

Aged care experience

Job description

My Guardian is a leading Aged and Disability Care service provider delivering compassionate, high quality, person centred care. As we continue to grow rapidly, we remain committed to empowering individuals to live safely, independently, and with dignity.

The Front Desk Engagement Officer is a fast-paced frontline role where you will become the first point of contact for our clients, families, carers, and stakeholders. You will manage a high volume of inbound enquiries, provide exceptional customer service, and ensure calls and requests are efficiently directed to the right teams across the business.

We are looking for people who thrive in busy environments, can think quickly on their feet, and genuinely enjoy helping others.

This is a full-time onsite role in our office in Sydney Olympic Park.

The Role

As a Front Desk Engagement Officer, you will:

• Manage a high volume of inbound calls and enquiries
• Professionally triage and direct calls to the appropriate departments
• Support clients, carers, families, and stakeholders with warmth and professionalism
• Handle urgent and sensitive matters calmly and efficiently
• Welcome visitors and support front-of-house operations
• Monitor shared inboxes and assist with administrative support
• Liaise closely with operational and clinical teams
• Maintain accurate records and communication notes
• Deliver a premium customer experience at every interaction

What We’re Looking For

• Previous experience in customer service, reception, contact centre, or phone-based support roles
• Exceptional communication and interpersonal skills
• Ability to multitask and manage competing priorities
• Strong problem-solving and organisational skills
• A calm, professional, and friendly approach under pressure
• High attention to detail and confidence using multiple systems
• Experience within aged care, healthcare, NDIS, or community services is highly regarded

Why Join Us?

• Join one of Australia’s fastest-growing aged care and disability providers
• Work from our newly refurbished Sydney Olympic Park head office
• Supportive and energetic team culture
• Genuine career progression opportunities
• Team events, Friday lunches, and a vibrant office environment
• Be part of an organisation making a real difference in people’s lives

This is a fantastic opportunity for someone who enjoys being at the centre of a busy operation and takes pride in delivering outstanding customer service every day.

Due to the number of applications we receive, only shortlisted candidates will be contacted.