Rostering Officer

4 weeks ago

Brisbane, Queensland, Australia ENDEAVOUR FOUNDATION Full time
About the Role

We are seeking an experienced Rostering Officer to join our Business Excellence team in Cannon Hill. As a key member of our team, you will be responsible for the effective management of after-hours on-call assistance for staff, customers, and stakeholders across all Service Delivery regions.

This is an exciting opportunity to work in a dynamic environment where you will be responsible for maintaining operational efficiency, ensuring that the organisation can respond to any after-hours needs effectively to meet the needs of our valued customers.

Key Responsibilities
  • Carry out day-to-day scheduling of staff to cover unplanned changes in employee availability, including personal leave and emergency replacements.
  • Assess situations and provide direction (in line with delegated authority) in case of a property or facility issue, or in case of an emergency.
  • Respond to and manage critical incidents and ensure compliance with the critical incident framework.
  • Maintain accurate records of conversations and actions relating to customer services and care.
  • Provide a customer experience in line with Endeavour Foundation's Values and behaviours, ensuring customer needs are met.
  • Utilise various forms of communication, including phone, email, workspace chat, video conferencing, and message apps, to respond to customer enquiries.
  • Conduct regular reviews to ensure that rosters are consistently aligned with the organisation's key service indicators.
  • Ensure that rosters accurately align with clients' NDIS plans and funding, ensuring effective support delivery.
Requirements
  • Qualifications in Community/Aged Care/Disability with experience in a customer/client-focused role.
  • Knowledge of trauma or complex behaviours is also seen as an advantage.
  • Ability to self-manage and thrive in an environment where managing logistics and responding to urgent and emergency situations are commonplace.
  • Experience coordinating rostering/scheduling services in a large multi-faceted organisation will be highly regarded.
  • Proven experience in a customer service role, managing competing priorities, and completing tasks within crucial timelines.
  • Demonstrated experience in behavioural management and ability to interpret individual support plans and put plans into practice.
  • Demonstrated high-level verbal and written communication skills to develop and maintain strong customer relationships and deal with customer issues sensitively and assertively to establish good customer-focused relationships.
  • Proven ability to work in a team environment and build collaborative relationships with customers and colleagues to achieve optimal business outcomes.
What We Offer

As a valued member of our team, you will have access to a range of employee benefits, including a hybrid working model, salary packaging benefits, and an employee assistance program.

We are committed to creating an inclusive culture, fostering employee growth, learning, and optimal performance. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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