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 & soon to be_**_ Victoria. _**_Boasting over 30 years’ experience in the sector With its operational head office located on the Gold Coast and over 2,000 employees nationally our company’s core mission is to #MakeAgedCareGreat for all our residents, their families, our employees and the communities in which we operate by committing to delivering consistent high-quality care, inclusive cultures and best in class operations every day_

**_ The Role_**

We have an exciting and fast paced opportunity to join the Infinite Operational team in the role of Customer Support Manager. This is a permanent full time position reporting directly to our General Manager and is integral to all staffing at beautiful and brand-new Aged Care Home in Knoxfield, Victoria. Residential Aged Care Facilities - Our Locations | Infinite Care

The key purpose of this role will be to lead, communicate and manage all front-line roles that work on day, afternoon and night shift patterns enabling us to delivering operational stability for our residents, their families and visiting health professionals. The Rostering & Staffing Specialist operates in a fast paced, dynamic and highly supportive team that love performing their roles with the upmost professionalism, high quality and efficient ways of working that underpins our culture.

**_ Key Responsibilities_**
- Working off our daily master rosters you will lead all roster management, backfilling of shifts & requests for new shifts across our direct, contracting and labour hire workforce.
- Partner closely with our corporate workforce optimisation team to ensure our rostering system data is accurate, up to date and enables forecasting for better resource management.
- You will lead all interactions with staff on site on fortnightly allocations, roster changes, picking up additional shifts and communication of “available/new” shifts available ensuring all daily shifts are filled and have back-ups.
- You will lead all training and user access to our timekeeping system and related troubleshooting.
- Appreciate and commit to maintaining confidential rostering information as per our company policies and code of conduct expectations.
- Partnering with our site Leadership team you will play a pivotal role in ensuring our 24/7 facilities operational has adequate staff at all times including casual backups and trouble-shoot roster gaps.
- Be a high contributor to continuous improvement projects on process, engagement, experience and systems so our operations run smoothly for our residents and their families.

**_ You will offer?_**
- Extensive Staff (direct, contractors and labour hire) rostering experience is mandatory.
- You thrive working directly with operational teams, being the single point of contact to ensure our staff have the right rostering information to carry out their roles.
- Fast paced roles are perfect for you - you could almost be a professional “juggler” whilst carrying yourself cool under pressure.
- Working with our staff and residents you hold a valid NDIS Clearance or very happy to obtain one to operate within our facility.
- Experience with Roster “Bid Manager” tools that communicate online extra shifts is highly regarded.
- Experience working with a broader rostering team and site senior administrators so you can align, improve and strengthen our staff rostering outcomes delivering operational stability.

**_ What’s in it for you_**
- Food, Clothing, Electrical and other services employee discounts via our external partner called Flare.
- Newly launched Infinite Fitness and wellbeing benefits.
- Free and confidential Employee wellbeing, financial counselling, mental health and life coaching via our Employee Assistance Program.
- Online company and industry mandatory training which enables you to perform your roles quickly and competently.
- On-the-job technical training with an emphasis on Career progression and development opportunities.
- Ability to earn referral payments via our internal employment promotions program.

**Come join us to deliver on our purpose of Making Aged Care Great**
- As part of being an Infinite Aged care employee you will be required to complete pre-employment checks_.