Onsite Front Desk Engagement 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

About UsAt My Guardian, we are looking for energetic, organised, and customer-focused professionals to join our growing Front Desk Engagement team.

This 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 Revesby, NSW.

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.