Family Life - Transforming lives for stronger communities

• Join us at Family Life to lead our reception and client services team
• Work locally in the Bayside Area and make a difference within the Community
• Full-time, 12 month fixed term parental leave cover, based onsite at Cheltenham and Frankston sites
• Level 5 SCHADS Award $97,377.28 base+ 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 Opportunity

The Lead Reception and Client Services Officer is a full-time role based across our Cheltenham and Frankston Offices on Bunurong Land, working in the Operations Team.

The Operations Team is an interface between the Corporate Support and Client Services branches of the organisation. This highly visible and busy team is the face of the organisation and is pivotal in providing exceptional support services to internal and external stakeholders while ensuring the smooth day to day running of Family Life.

As our Lead Reception and Client Services Officer you will work alongside, supervise and motivate a high performing front office team of Reception & Client Services Officers. Leading by example, you and your team will provide high quality customer service to clients while ensuring safe, effective person centred care for every client every time. This is an onsite role, where you will work with your team to create a warm, welcoming and inviting presence across Family Life sites. Bring your expertise and enthusiasm along to lead the Reception & Client Services team.

Key Responsibility Areas

• Develop and motivate a high performing front office team of Reception & Client Services Officers.
• Provide high quality customer service to clients while ensuring safe, effective person centred care for every client every time
• Acting as a triage point for referrals into Family Life - ensuring timely, accurate and information is relayed
• Coordinating front office workflow and delegating where necessary
• Managing reception across two sites, staffing and front of house functions
• Creating a warm, welcoming and inviting front office environment for all who attend Family Life sites
• General office management across Family Life service sites including related systems

Our Ideal Candidate

Growth Mindset - You pride yourself for your commitment to resilience and continuous improvement. You see growth opportunities as opposed to failures, and you are always on the lookout for an improved workflow or process. You think creatively, value input and feedback from peers, and adapt to changing or unforeseen circumstances.

Curiosity - You naturally seek out learning opportunities and further information without being prompted to by your manager. You clarify the ‘Why’ and like to investigate and explore further information.

Proactivity - You are a positive influence on your colleagues, you opt-in to support organisational projects, and always lend a hand to support others.

You are a customer service superstar through and through. 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 are able to create a welcoming atmosphere. You build relationships with colleagues easily and you make customers and clients feel comfortable and heard. 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

1. Certificate IV or higher in community services, customer service/engagement, business services or related discipline or equivalent experience
2. Demonstrated people management skills and the ability to positively influence a small team to achieve great outcomes
3. Excellent administration, organisational and time management skills, ability to effectively prioritise. High attention to detail.
4. Demonstrated experience working in a front office environment (reception, phones and office management) with the ability to provide high quality, professional customer service in a busy and complex environment
5. Strong and clear communication skills, both verbal and written; proactively provides follow up as needed and is able to communicate sensitively and effectively
6. Demonstrated experience in improving and implementing processes - a commitment to continuous improvement.
7. Strong information technology skills and ability to learn new software. Proficient in the use of standard office software (Microsoft & Google), appointment booking software and CRMs.
8. Enthusiastic with a positive, can-do attitude and a commitment to the Family Life Way.

Who we are

At 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 job

It’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 Leave
• Employee Assistance Program, a free and confidential counselling service for employees

How to Apply

A 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 by clicking the "Apply Now" button. 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.

*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.