Customer Support Manager

Infinite Aged Care is a progressive residential aged care provider with 17 established care homes across Queensland, New South Wales, South Australia, and soon Victoria. Boasting over 30 years of experience in the sector, our operational head office is located on the Gold Coast. With over 2,000 employees nationwide, our core mission is to #MakeAgedCareGreat for residents, families, employees, and communities by delivering high-quality care, inclusive cultures, and operational excellence daily.

We are excited to offer a full-time, permanent opportunity for a Customer Support Manager to join our Infinite Operational team. Reporting directly to the General Manager, this role is based at our beautiful Cornubia Aged Care Home in Logan. Aged Care Logan – Cornubia Aged Care Facility | Infin8 Care

The primary purpose of this role is to lead, communicate, and manage all front-line staff working across day, afternoon, and night shifts. The goal is to ensure operational stability for residents, families, and visiting health professionals. The Customer Support Manager will work in a fast-paced, dynamic, and supportive environment that values professionalism, quality, and efficiency.

• Manage daily rosters, including shift backfilling and requests for new shifts across our direct, contracting, and labour hire workforce.
• Collaborate with the corporate workforce optimisation team to ensure accurate data in our rostering system for better forecasting and resource management.
• Engage with on-site staff regarding fortnightly allocations, roster changes, additional shifts, and communication of new shifts to ensure all shifts are filled with backups.
• Lead training and manage user access for our timekeeping system, including troubleshooting.
• Maintain confidentiality of rostering information in accordance with company policies and code of conduct.
• Partner with site leadership to ensure 24/7 staffing coverage, including casual backups and managing roster gaps.
• Contribute to continuous improvement projects related to processes, engagement, experience, and systems to enhance operations for residents and families.

• Extensive experience in staff (direct, contractor, and labour hire) rostering is mandatory.
• Ability to work directly with operational teams as the single point of contact for rostering information.
• Comfort working in fast-paced environments, managing multiple priorities efficiently.
• Excellent communication skills, with strong attention to detail via phone, email, and in person.
• Valid NDIS Clearance or willingness to obtain one to operate within the facility.
• Experience with Roster "Bid Manager" tools or similar online shift communication platforms is highly regarded.
• Experience collaborating with a broader rostering team and senior administrators to optimize staffing outcomes.
• Hold the NDIS Workers Screening Clearance or be willing to obtain it, as it is essential for working in the Aged Care sector.

• Employee discounts on food, clothing, electrical, and other services via our partner Flare.
• Access to Infinite Fitness and wellbeing programs.
• Confidential Employee Assistance Program offering wellbeing support, financial counseling, mental health, and life coaching.
• Mandatory online training to support your role and career development.
• On-the-job technical training with opportunities for career progression.
• Referral bonuses through our internal promotion program.

Join us in our purpose to #MakeAgedCareGreat

Pre-employment checks are required for all new employees.