Visual Engagement Officer

Publicroles; Sydney; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Genuine career progression

Team events, Friday nibbles

Vibrant office environment

Job summary

My Guardian in Sydney is seeking a Front Desk Engagement Officer to manage a high volume of inbound calls and enquiries, triage and direct them to the right departments, and support clients, carers, families, and stakeholders with warmth and professionalism.

You will welcome visitors, assist with front-of-house operations, and liaise with clinical teams, ensuring accurate records and a premium experience in a fast-paced onsite setting.

Qualifications

• 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

Responsibilities

• 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

Skills

Customer service

Reception

Phone support

Communication

Multitasking

Problem solving

Attention to detail

Aged care knowledge

Job description

Front Desk Engagement Officer – My Guardian

My Guardian is a leading Aged and Disability Care service provider delivering compassionate, high quality, person centred care. As we continue to grow rapidly, we remain committed to empowering individuals to live safely, independently, and with dignity.

The Front Desk Engagement Officer 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 Sydney Olympic Park.

The Role

• 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 nibbles, and a vibrant office environment
• Be part of an organisation making a real difference in people’s lives

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