CCLHD - Reception & Customer Service Manager

CCLHD - Reception & Customer Service Manager – Join to apply for this role at Central Coast Local Health District.

Employment Type: Permanent Full Time

Position Classification: Health Manager Level 1

Remuneration: $84,436 - $112,331 per annum

Hours Per Week: 38

Location: Gosford Hospital

Requisition ID: REQ605057

Applications Close: Thursday 18 September at 11:59 pm 2025

Interview Date: 21 September 2025

Lead Gosford Hospital's front‑of‑house operations and inspire a team to deliver a warm, welcoming hub of calm, clarity, and connection. This role focuses on more than managing reception desks and cashiering; it involves driving change in how care, service, and support are provided and improving the patient and visitor experience.

As the Reception & Customer Service Manager, you will lead a team of around 27 staff across four key areas:

• The CCLHD Switchboard
• Reception for Patient Enquiries
• The Conference Centre
• The Cashier Service

Your responsibilities include ensuring these areas run smoothly day‑to‑day, supporting your team to grow, and collaborating with other hospital teams to solve problems and improve systems, including technology use and staff training. You will also assist with emergency planning, support the hospital's paging and phone systems, and ensure proper cash handling. This is a busy and rewarding role where you can make a meaningful difference to patients, visitors, and staff.

• Lead and develop front‑of‑house teams across four areas: switchboard, patient enquiry reception, conference centre, and cashier service.
• Ensure smooth daily operations, excellent customer service, and ongoing process improvements.
• Collaborate with hospital teams to address issues, enhance systems, and train staff.
• Assist with emergency planning and manage paging/telephone systems and cash handling.

• Confident in supporting and developing staff, including training, coaching, and performance management.
• Strong leadership experience in customer service or front‑of‑house environments.
• Excellent communication, people skills, and professionalism.
• Ability to follow and support emergency procedures and business continuity plans.
• Problem-solving mindset with a focus on improving services and systems; experience with call centres, reception, or high‑volume service areas is desirable.
• Familiar with telecommunications systems and technology; paging system experience is a bonus.

Applicants must have current work rights in Australia or be a permanent resident or citizen. We cannot consider applicants who do not meet this requirement.

• Work‑Life Balance: accrued day off each month, 17.5% annual leave loading, and paid parental leave.
• Financial Benefits: salary packaging, novated leasing, and relocation assistance.
• Health & Wellbeing: discounted gym memberships, free flu vaccinations, telehealth support, confidential EAP counselling, and discounted private health insurance.
• Ongoing training, development, and career growth opportunities.
• A culture that embraces innovation, continuous improvement, and NSW Health CORE values.
• Career Growth: access to free professional development courses and secondment opportunities.

For role-related queries, please contact Cindy Hoad at 02 4320 3558 or cindy.hoad@health.nsw.gov.au. Click here to find out more about applying for this position.

Working for Central Coast Local Health District – NSW Health. Central Coast Local Health District is committed to implementing the Child Safe Standards. We are an equal opportunity employer and celebrate diversity. Aboriginal and Torres Strait Islander applicants can access support through the Stepping Up initiative. For one‑on‑one support, contact Nathan Bramston at CCLHD-AboriginalWorkforce@health.nsw.gov.au or call 02 4320 3519.

Vaccination Requirements: NSW Health workers must comply with PD2024_015. Category A positions require evidence of protection against specified infectious diseases, including annual influenza vaccination and tuberculosis assessment. Category B positions are vaccinations as recommended. Evidence of compliance is required prior to commencement. Stay up to date with COVID‑19 vaccinations as per ATAGI guidelines; however, COVID‑19 vaccination is not a condition of employment. An eligibility list or talent pool may be created from this recruitment for future roles.