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 manage & communicate all front-line employees shifts via our centralised rostering tool in Humanforce across the day, afternoon and night shift patterns enabling us to deliver operational stability for our residents, their families and visiting health professionals. This role 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. As a member of the leadership team, you will partner your colleagues who lead other functions to create a supportive, highly collaborative and resident centric workplace culture and brand ambassadors at all times.
Key Responsibilities
- This role is the "captain" of the daily master rosters optimising the existing employees work availability at all times with minimum shift disruptions including dealing with sickness and leave requests, coordinator all the backfilling and casual workforce optimisation, requesting and managing labour hire workforce.
- Partner closely with our corporate rostering team to ensure our rostering system data is accurate, up to date and enables forecasting for better resource management. They are our expert trainers.
- 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.
- Lead all training and user access to our timekeeping system and related troubleshooting, including welcoming and training all new employees on site-based systems.
- Appreciate and commit to maintaining confidential rostering information as per our company policies and code of conduct expectations.
- Highly collaborative senior member of the care home and ensure employees feel welcomed, supported and information is shared easily across the teams who deliver high quality resident care.
- 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.
- Being an excellent communicator, your attention to detail both via phone, email and in person is your super-power.
- 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!
- Newly launched Infinite Fitness and wellbeing benefits.
- Food, Clothing, Electrical and other services employee discounts via our external partner called Flare.
- FREE and confidential Employee wellbeing, financial counselling, mental health and life coaching via our Employee Assistance Program.
- FREE Online company and industry mandatory training which enables you to perform your roles quickly and competently.
- FREE 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 and show proof of working rights in Australia.