Front Desk Engagement Team Leader

My Guardian; Sydney; On-site; AUD 90,000 - 110,000; Full time

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.

Skills

Leadership

High-volume support

Customer service

KPI monitoring

Communication

Discretion & empathy

Tools

Telephony systems

Shared inboxes

Business admin software

Job description

My Guardian is a leading Aged and Disability Care provider dedicated to delivering compassionate, high-quality home care services. We are passionate about empowering our clients to live independently with dignity and respect.

We are seeking a proactive, hands-on Front Desk Engagement Team Leader to oversee the daily operations, productivity, and customer service delivery of our front-of-house engagement team. This is a full-time onsite role at our office in Sydney Olympic Park.

Serving as the vital first point of contact between clients, carers, families, and internal teams, you will lead by example to ensure all inbound calls, visitors, and administrative operations run seamlessly. You will champion a culture of accountability, coach team members, and drive continuous service improvements across all front-line interactions.

About My Guardian

My Guardian is a leading Aged and Disability Care provider dedicated to delivering compassionate, high-quality home care services. We are passionate about empowering our clients to live independently with dignity and respect.

We are seeking a proactive, hands-on Front Desk Engagement Team Leader to oversee the daily operations, productivity, and customer service delivery of our front-of-house engagement team. This is a full-time onsite role at our office in Sydney Olympic Park.

Serving as the vital first point of contact between clients, carers, families, and internal teams, you will lead by example to ensure all inbound calls, visitors, and administrative operations run seamlessly. You will champion a culture of accountability, coach team members, and drive continuous service improvements across all front-line interactions.

Key Responsibilities

• Team Leadership & Coaching: Direct, mentor, and support Front Desk Engagement Officers. Manage daily workflows, rosters, break coverage, KPIs, and onboarding/training programs.

• Call & Enquiry Management: Oversee high-volume inbound phone traffic and shared email inboxes. Monitor call metrics (response times, triage accuracy, abandoned rates) and step in during peak periods.

• Escalations & Customer Experience: Act as the primary escalation point for complex, sensitive, or urgent client and stakeholder enquiries, ensuring issues are resolved and documented promptly.

• Front-of-House & Office Operations: Ensure the reception area maintains an exceptional, welcoming standard. Oversee office purchasing, stock levels, meeting room prep, and facility/maintenance requests.

• Quality Assurance & Compliance: Conduct regular QA reviews on customer communications, uphold strict confidentiality/privacy standards, track operational KPIs, and adhere to Work Health and Safety guidelines.

What We Are Looking For

• Proven Leadership: Demonstrated supervisory experience leading a reception, contact centre, or customer service administration team.

• Sector Experience: Background in aged care, disability support, healthcare, or NDIS environments is highly regarded.

• High-Volume Capability: Proven track record managing high call volumes, competing priorities, and sensitive customer escalations with calm composure.

• Operational Drive: Strong grasp of KPI monitoring, roster coordination, and process improvement.

• Communication & Discretion: Exceptional interpersonal skills with a commitment to maintaining confidentiality, empathy, and professional presentation.

• Tech Proficiency: Solid experience with telephony systems, shared inboxes, and business administration software.

Why Join My Guardian?

Join a purpose-driven organisation dedicated to compassionate care and service excellence. In this role, you will play a central leadership part in shaping the daily customer experience and driving operational efficiency across our Sydney offices.

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

28 October 2026 Sydney Olympic Park New South Wales, Australia