Front Desk Engagement Team Leader
Core
Lead the front desk engagement team to manage daily operations, customer service delivery, and administrative workflows for an aged and disability care provider.
Role type
Front Desk Engagement Team Leader
Builds
Seamless front-of-house operations and high-quality customer service experiences
Domain
Aged and Disability Care / Home Care Services
Required skills
Team leadership and coaching, High-volume call management, Escalation handling, Office operations management, Quality assurance and compliance, KPI monitoring
Preferred skills
Aged care or NDIS sector experience, Telephony systems proficiency
Responsibilities
Direct and mentor Front Desk Engagement Officers, Oversee high-volume inbound phone traffic and email inboxes, Act as primary escalation point for complex client enquiries, Ensure front-of-house and office operations standards, Conduct regular QA reviews on customer communications
Seniority
Mid-level, hands-on IC