Lead Reception and Client Services Officer

You are a customer service superstar through and through and you thrive in a varied environment. You are experienced in reception functions and have either supervised a team before or looking to take that next step. You are client centred in your approach and understand the complexity of clients accessing Community Services. You know the importance of attention to detail and you are process driven. You bring energy and warmth and can create a welcoming atmosphere. You build relationships with colleagues easily and you make customers and clients feel comfortable and heard. You might be switching between triaging a client phone call and confirming a leaky tap while restocking the stationery cupboard on the way. You are a leader and are passionate about leading, coaching and working alongside a team. Most importantly, you connect to our Family Life values, our commitment to supporting vulnerable families and children, and The Family Life Way. If this sounds like you, we want to hear from you!

1. Certificate IV or higher in Community Services, Business Administration, Customer Service, Leadership and Management, or a related discipline, or equivalent demonstrated experience.
2. Demonstrated experience leading, coaching and supporting staff, including workflow allocation, performance support, training and mentoring.
3. Excellent organisational, administration and time management skills, with the ability to prioritise competing demands, manage workflows and maintain a high level of accuracy and attention to detail.
4. Demonstrated experience working in a front office, reception, or similar client facing environment, preferably within a community services, health or not-for-profit setting.
5. Demonstrated ability to provide high-quality customer service and build positive relationships with clients, staff, volunteers and stakeholders from diverse social and cultural backgrounds in a complex environment.
6. Strong verbal and written communication skills, including the ability to communicate sensitively and professionally with people experiencing vulnerability or distress.
7. Demonstrated experience coordinating administrative, office operations or workplace support functions, with the ability to identify opportunities for continuous improvement.
8. Experience using client management, booking and business systems, together with strong information technology skills and the ability to learn, support and promote the effective use of technology and processes. Experience with Microsoft 365, appointment booking systems and CRM platforms will be highly regarded.
9. A full valid and current driver’s license.
10. Enthusiastic with a positive, can-do attitude and commitment to the Family Life Way.