Lead Reception and Client Services Officer

Family Life - Transforming lives for stronger communities
Join us at Family Life to lead our reception and client services teamWork locally in the Bayside Area and make a difference within the CommunityFull-time, Fixed Term until 30 June 2028, based onsite at both Sandringham and Frankston sitesLevel 5 SCHADS Award $105,577.68 FTE+ Generous Salary Packaging + Super
Family Life is a recognised Employer of Choice. Work with us and be part of our supportive, people-focused culture.
The OpportunityThe Lead Reception and Client Services Officer is a full-time role based across our Sandringham and Frankston Offices on Bunurong Land, working in the Operations Team.The Operations Team is a vital link between Family Life's Services and Corporate functions, creating the foundations that enable quality, person-centred services to be delivered across the organisation. Through responsive, client-focused support, the team provides the operational, workplace and technology services that empower Family Life's people and services to thrive.As the Lead Reception & Client Services Officer you be playing a hands-on role within the Operations Team, leading the delivery of high-quality reception, client services and operational support across Family Life. Working alongside the team, you coordinate front-of-house activities, guide workflow and service standards, and help ensure Family Life's sites are welcoming and safe for clients, staff, volunteers and visitors.
Key Responsibility AreasThe Lead Reception and Client Services Officer will develop and motivate a high-performing front office team, ensuring reception and client services are delivered to a consistently high standard across Family Life’s sites. This role provides high-quality customer service and supports safe, effective, person-centred care for every client, every time, while acting as a key triage point for referrals to ensure timely, accurate information is relayed. The position coordinates front office workflows, delegates tasks where required, manages staffing, front-of-house functions across sites, and provides general office management support, including fleet and physical management of stock and office equipment as needed. The role also requires strong IT skills to work across multiple systems that support client and front office workflows, while creating a warm, welcoming and inviting front office environment for all clients, staff, volunteers and visitors who attend Family Life sites.
Our Ideal CandidateYou 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!
Key Selection Criteria
Certificate IV or higher in Community Services, Business Administration, Customer Service, Leadership and Management, or a related discipline, or equivalent demonstrated experience.Demonstrated experience leading, coaching and supporting staff, including workflow allocation, performance support, training and mentoring.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.Demonstrated experience working in a front office, reception, or similar client facing environment, preferably within a community services, health or not-for-profit setting.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.Strong verbal and written communication skills, including the ability to communicate sensitively and professionally with people experiencing vulnerability or distress.Demonstrated experience coordinating administrative, office operations or workplace support functions, with the ability to identify opportunities for continuous improvement.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.A full valid and current driver’s license.Enthusiastic with a positive, can-do attitude and commitment to the Family Life Way.
Who we areAt Family Life, we believe every child deserves to thrive in a safe and healthy family environment. Family Life is a specialist family services provider that has worked with children, families and communities for more than 50 years. Our vision is to work with clients and partners to create capable communities, strong families and thriving children. We are proudly purpose-driven, independent and not for profit. We support our community through our specialist family services, community strengthening programs, a network of op shops, a vibrant engaged volunteer community and passionate skilled staff.
Working at Family Life is more than just a jobIt’s the feeling of knowing that your work is contributing to making the community in which you live a better place and working with others who feel the same way.
Additionally, you will have access to:Salary packaging (receive up to an extra $18,500 in tax-free pay per year)Paid Wellbeing LeaveEmployee Assistance Program, a free and confidential counselling service for employeesAccess to corporate discount Medibank Health Insurance
How to ApplyA full position description is available on our career page: Family Life Careers page.Please submit your confidential application including a CV and one-page cover letter addressing the key selection criteria via our Application Portal. Suitable applicants will be sent additional screening questions.
For further information regarding the position please contact Renée Mazzoni, Senior Manager Operations on (03) 8599 5433.Applications close: Sunday 13 September
*IMPORANT* We will be reviewing applications as they are received, therefore this role may close sooner if we find the right candidate.Please apply now to ensure you do not miss out!
All offers of employment are subject to the Family Life Safety Screening process, including a Working with Children Check and Police Records Check. Any person issued with a negative notice on their Working with Children Check will not be eligible for employment with Family Life.Family Life values diversity and welcomes applicants who meet the position criteria, irrespective of race and ethnicity, colour, age, gender, gender identity, disability, religion and sexual orientation.Family Life is a trauma informed organisation and recognises the unique skills, contributions and insights that come from lived experience.Family Life is a child safe organisation. We value, respect and listen to children and young people. We are committed to the safety of all children and young people. Family Life supports children to meet their potential and thrive. We do not tolerate neglect, mistreatment or abuse of any kind.