Senior School Front Desk & Admin Lead

Ascham School; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

My Guardian in Sydney Olympic Park is seeking a proactive Front Desk Engagement Team Leader to oversee the daily operations, productivity, and customer service delivery of the front‑of‑house engagement team.

You will lead by example, coach members, manage rosters and KPIs, handle high‑volume inquiries, and ensure a welcoming reception while maintaining confidentiality and compliance within a busy aged care and disability care environment.

Qualifications

• Demonstrated leadership of a reception, contact centre, or customer service team.
• Background in aged care, disability support, healthcare, or NDIS environments is valued.
• Experience managing high call volumes and sensitive escalations with composure.
• Strong grasp of KPI monitoring, roaster coordination, and process improvement.
• Excellent communication with discretion and professional presentation.

Responsibilities

• Direct, mentor and support Front Desk Engagement Officers and manage daily workflows, rosters, break coverage, KPIs, and onboarding/training.
• Oversee high‑volume inbound calls and shared email inboxes; monitor metrics and step in during peaks.
• Act as primary escalation point for complex or sensitive inquiries and ensure timely resolution and documentation.
• Ensure a welcoming reception, oversee office purchasing, stock levels, meeting room prep, and facilities requests.
• Conduct QA reviews, uphold confidentiality/privacy, and adhere to WHS guidelines.

Skills

Leadership

Customer service management

Call management

KPI monitoring

Office operations

Tools

Telephony systems

Shared inboxes

Business administration software

Job description

Front Desk Engagement Team Leader

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.