Onsite Front Desk & Customer Experience Lead

Ngare Employment Solutions Pty Ltd; Sydney; On-site; AUD 52,000 - 76,000; Full time

Job summary

My Guardian is seeking a Front Desk Engagement Officer to be the first point of contact for clients, families and carers. You will manage high volumes of calls, triage inquiries and direct them to the right teams with warmth and professionalism.

Based in our Revesby, NSW head office, this full-time on-site role requires excellent multitasking, sharp organisational skills and the ability to stay calm under pressure while delivering outstanding service to a diverse community.

Qualifications

• Experience in customer service, reception, or phone-based roles.
• Excellent communication and interpersonal skills.
• Ability to multitask and manage competing priorities.
• Calm, professional demeanor under pressure.
• Experience in aged care or healthcare setting is valued.

Responsibilities

• Manage a high volume of inbound calls and enquiries.
• Triage and direct calls to appropriate departments.
• Support clients, families, carers 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 provide administrative support.
• Liaise with operational and clinical teams.
• Maintain accurate records and notes.
• Deliver a premium customer experience at every interaction.

Skills

Customer service

Communication

Multitasking

Organization

Calm under pressure

Interpersonal skills

NDIS familiarity

Job description

My Guardian is seeking a Front Desk Engagement Officer to be the first point of contact for clients, families and carers. You will manage high volumes of calls, triage inquiries and direct them to the right teams with warmth and professionalism.

Based in our Revesby, NSW head office, this full-time on-site role requires excellent multitasking, sharp organisational skills and the ability to stay calm under pressure while delivering outstanding service to a diverse community.