First Impressions Lead

Guided by FOCUS Connect’s Vision and Purpose, the First Impressions Lead is the front door of FOCUS Connect, creating a welcoming and professional first experience for people connecting with us in person, by phone or through general enquiry channels. 

The role actively identifies needs and service opportunities, captures and manages enquiries and leads, and provides warm handovers to the appropriate Home & Community Care or Community Services team.  

The role is also accountable for the effective coordination of Head Office facilities, office supplies, marketing collateral and shared workplace resources, together with designated day-to-day facilities coordination across FOCUS Connect sites, supporting safe, welcoming and well-organised environments. 

The role is accountable for: 

• Delivering an exceptional first impression and customer experience across reception, telephone and general enquiry channels. 
• Identifying the needs of people contacting FOCUS Connect and helping them navigate available services and supports. 
• Maintaining accurate enquiry and lead information and ensuring timely warm handovers to the appropriate team. 
• Following enquiries through to successful handover and ensuring people do not become lost between initial contact and service teams. 
• Supporting growth across Home & Community Care and Community Services by making every appropriate enquiry count. 
• Coordinating the presentation and day-to-day operation of Head Office. 
• Coordinating office supplies, stationery, consumables, PPE, marketing collateral and shared organisational resources, including ordering and stock control. 
• Coordinating day-to-day facilities, maintenance requests, contractors, scheduled servicing and facilities records across designated FOCUS Connect sites, including coordinating day-to-day facilities matters for Blue House and Primrose House on behalf of the Social Inclusion & Wellbeing Manager.

Required 

• Experience in customer service, reception, intake, navigation or a related role. 
• Strong communication, relationship-building and customer service skills. 
• Ability to identify needs, opportunities and leads and connect people to appropriate services. 
• Strong organisational, digital and administrative capability. 
• Experience coordinating office operations, facilities, suppliers or contractors. 
• Ability to work effectively with people from diverse backgrounds. 
• National Criminal History Check and relevant screening requirements. 

Desirable 

• Experience in aged care, community services, disability or health. 
• Experience in lead management, intake, referral or service navigation. 
• Understanding of My Aged Care, CHSP and Support at Home. 
• Bilingual or multilingual language skills.