Start date: November 2026

Duration: 18-month contract, full time

Rate: $70/hr + Super

Location: Sydney CBD

Working arrangement: Hybrid working, minimum two days on-site per week

Our client is a well-established, national medical specialist college - a peak membership body supporting practitioners across Australia and New Zealand. As they invest in a significant uplift of their member experience, they are seeking a hands-on operational leader to run their newly established central member contact centre, a single point of contact handling phone, email, CRM case queues and digital enquiries.

This is not an advisory or project-based role. The Concierge Front Door Manager will take direct ownership of day-to-day service operations, lead a small frontline Concierge team, and embed the processes, performance framework and service culture required to sustain a modern, high-quality member experience.

THE ROLE You will stabilise and uplift service performance across the central member contact centre, working closely with Continuing Professional Development, Learning, Technology, Knowledge and Member Engagement teams to ensure seamless member journeys.

- Run daily operations of the 'Single Front Door', ensuring consistent service levels across phone, email, CRM case queues and digital enquiries.
- Lead, coach and develop a frontline Concierge team of 4-6, including rostering, scheduling and workload distribution.




- Manage CRM queues, routing rules, case allocation and documentation quality within the Dynamics 365 environment.
- Establish and manage a KPI framework covering first-contact resolution, response and wait times, case closure time, QA scores and member satisfaction.
- Implement quality assurance processes, including call monitoring, coaching and continuous improvement.
- Lead service recovery and escalations, ensuring timely resolution of complex member issues.
- Embed workflows, enquiry taxonomy, routing rules and knowledge architecture to support a scalable service model.
- Provide weekly operational reporting and insights to the General Manager and the broader Service Excellence Program.

ABOUT YOU You are an experienced contact or member-services centre leader who thrives in a hands-on, delivery-focused environment. You bring:

- Proven experience running call-centre or contact-centre operations, ideally within a regulated or membership-based organisation.
- Strong capability in workforce planning, queue management, SLA design and performance uplift.
- Experience implementing or optimising CRM case management and knowledge systems (Microsoft Dynamics 365 highly regarded).
- A track record of leading frontline teams through change and transition.
- Excellent communication, coaching and stakeholder-management skills.

📌 Concierge Front Door Manager (Sydney)
🏢 Peritus Recruitment
📍 Sydney