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 Cornubia Aged Care Home in Logan Aged Care Logan - Cornubia Aged Care Facility | Infin8 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 Customer Support Manager 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.
- ** Hold the NDIS Workers Screening Clearance as this is essential to work in the Aged Care sector. (*or willingness to obtain)**

**_ 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_.