Onsite Front Desk Engagement Lead

My Guardian Group; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

My Guardian is seeking a proactive Front Desk Engagement Team Leader to oversee daily operations, productivity, and customer service at our Sydney office. You will coach staff, manage front-of-house activities, and drive improvements across inbound calls, visits, and administration.

You will lead a team in a fast-paced healthcare environment, ensuring a welcoming reception, efficient rostering, and adherence to confidentiality and WHS standards. This onsite role is based in Sydney Olympic Park.

Qualifications

• Proven leadership and supervisory experience in a reception, contact centre, or customer service administration team.
• Background in aged care, disability support, healthcare, or NDIS environments is highly regarded.
• Experience managing high call volumes, competing priorities, and sensitive customer escalations with composure.
• Strong grasp of KPI monitoring, roster coordination, and process improvement.
• Exceptional interpersonal skills with confidentiality, empathy, and professional presentation.
• Solid experience with telephony systems, shared inboxes, and business administration software.

Responsibilities

• Direct, mentor, and support Front Desk Engagement Officers. Manage daily workflows, rosters, break coverage, KPIs, and onboarding/training.
• Oversee high-volume inbound phone traffic and shared email inboxes. Monitor call metrics and step in during peaks.
• Act as primary escalation point for complex, sensitive, or urgent client inquiries, ensuring timely resolution.
• Ensure reception area is welcoming and oversee office purchasing, stock levels, meeting room prep, and facilities requests.
• Conduct regular QA reviews on customer communications and uphold confidentiality/privacy standards.

Skills

Leadership

Sector experience

High-volume work

Operations KPI

Communication

Tech proficiency

Job description

My Guardian is seeking a proactive Front Desk Engagement Team Leader to oversee daily operations, productivity, and customer service at our Sydney office. You will coach staff, manage front-of-house activities, and drive improvements across inbound calls, visits, and administration.

You will lead a team in a fast-paced healthcare environment, ensuring a welcoming reception, efficient rostering, and adherence to confidentiality and WHS standards. This onsite role is based in Sydney Olympic Park.