Customer Service Operations Director

24 hours ago

Gosford, New South Wales, Australia beBeeLeadership Full time $84,436 - $113,331

Front Desk Operations Lead

  • We are seeking a Customer Service Manager to lead our front-of-house operations at Gosford Hospital. This role involves inspiring a team, improving the experience of thousands of patients and visitors, and driving real change in how we deliver care, service, and support.
  • The successful candidate will have strong leadership experience, especially managing customer service or front-of-house teams, as well as great communication and people skills – friendly, approachable, and professional.
  • The Front Desk Operations Lead will be responsible for ensuring that all areas of the front desk run smoothly every day, supporting their team, helping them grow, and making sure everyone provides excellent customer service.
  • This is a busy and rewarding role where you can really make a difference to patients, visitors, and staff.

Key Responsibilities

  • Lead a team of around 27 staff across four key areas: The Switchboard, Reception for Patient Enquiries, The Conference Centre, and The Cashier Service.
  • Support your team, help them grow, and ensure everyone provides excellent customer service.
  • Work closely with other hospital teams, solve problems, and look for ways to improve services and systems.
  • Help with emergency planning, support the hospital's paging and phone systems, and ensure cash handling is done properly.

Skill Requirements

  • Confidently support and develop staff through training, coaching, and performance management.
  • Strong leadership experience, especially in customer service or front-of-house teams.
  • Great communication and interpersonal skills – friendly, approachable, and professional.
  • Able to follow and support emergency procedures and business continuity plans.
  • Enjoy solving problems and finding ways to improve services and systems.
  • Experience working in high-volume service areas.
  • Comfortable working with telecommunications systems and technology.

Benefits Package

  • Work-Life Balance: Enjoy an accrued day off each month, annual leave loading, and paid parental leave.
  • Financial Benefits: Salary packaging, novated leasing, and relocation assistance.
  • Health & Wellbeing: Stay active with discounted gym memberships, flu vaccinations, telehealth support, and confidential Employee Assistance Program counselling.
  • Ongoing training, development, and career growth opportunities.
  • Participate in a culture that values innovation, continuous improvement, and NSW Health CORE values.

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