Company: KB7 CARE
Position Title: Receptionist
Department: Administration and Client Support
Reports To: General Manager or delegated manager
Key Working Relationships: Operations Manager, HR Administration and Compliance Coordinator, support workers, clients, families and external stakeholders

1. Position Overview

The Receptionist is responsible for providing professional reception services and administrative support to ensure the smooth day-to-day operations of KB7 CARE. As the first point of contact for clients, families, support workers and external stakeholders, the Receptionist must demonstrate professionalism, courtesy, compassion and respect in all interactions.

The role supports effective communication, accurate recordkeeping, appointment coordination and general office administration while maintaining strict confidentiality and complying with company policies and procedures.

2. Key Duties and Responsibilities

2.1 Reception and Communication

- Answer incoming telephone calls, respond to emails, welcome visitors and direct enquiries to the appropriate team member.
- Take accurate messages and ensure that correspondence is forwarded promptly.
- Provide general information about KB7 CARE's approved services and direct service enquiries to the relevant manager.
- Maintain a professional, welcoming and organised reception environment.

2.2 Client and Family Support

- Communicate respectfully and compassionately with clients, families, carers and prospective clients.
- Coordinate appointments, meetings and approved introductions as directed by management.
- Record and forward client enquiries, feedback and requests to the appropriate person.
- Escalate complaints, safeguarding concerns,



urgent client welfare matters and service delivery issues promptly.

2.3 Administrative Support

- Assist with document preparation, data entry, filing, scanning, correspondence and general office administration.
- Maintain accurate reception records, appointment schedules and administrative registers.
- Support the General Manager and other authorised team members with routine administrative tasks.
- Assist with meeting arrangements, incoming mail, office supplies and maintaining an organised workplace.

2.4 Coordination with Operations and HR

- Direct roster, shift and work allocation enquiries to the Operations Manager or authorised operational personnel.
- Refer recruitment, onboarding and employment documentation enquiries to the HR Administration and Compliance Coordinator or relevant manager.
- Assist with scheduling interviews, staff inductions and meetings.
- Forward employee and client documentation securely to authorised personnel.
- Avoid independently approving roster changes, worker allocations, employment decisions or other matters outside delegated authority.

2.5 Records Management and Confidentiality

- Maintain accurate records using the KB7 CARE App, Team Hub and other authorised company systems, as required.
- Protect confidential client, family,



employee and business information.
- Ensure documents are stored securely and accessed only by authorised personnel.
- Comply with company privacy, confidentiality, cybersecurity and records management procedures.
- Promptly report suspected privacy breaches, lost documents or unauthorised access to management.

2.6 Professional Conduct and Company Representation

- Represent KB7 CARE positively through professional communication and conduct.
- Treat clients, families, colleagues and external stakeholders with dignity, respect and cultural sensitivity.
- Maintain appropriate professional boundaries and protect client privacy.
- Follow company policies, procedures and reasonable management directions.
- Perform other reasonable and lawful duties consistent with the position, skills and training, as directed by management.

3. Delegated Authority and Limitations

The Receptionist must work within the authority delegated by the General Manager or authorised manager.

The Receptionist is not authorised to independently approve client service arrangements, pricing, worker allocations, employment decisions or commitments on behalf of KB7 CARE outside their delegated authority. Complaints, safeguarding concerns, sensitive enquiries and matters requiring management approval must be referred to the appropriate person.

4. Skills and Qualifications

- Robust verbal and written communication skills.
- Professional telephone etiquette and customer service skills.
- Good organisational skills, accuracy and attention to detail.
- Ability to manage competing priorities and complete administrative tasks efficiently.
- Comp

📌 Receptionist (Melbourne)
🏢 KB7 Care
📍 Melbourne