Customer Support Manager

About the Role

Join the dynamic team at Infinite Aged Care as a Rostering & Staffing Specialist based at our Cornubia Aged Care Facility in Queensland. This full-time onsite role reports directly to the Facility Manager and is pivotal in coordinating all frontline staffing across day, afternoon, and night shifts to ensure stable operations benefitting residents, families, and health professionals.

Key Tasks and Duties

• Manage daily rosters by overseeing shift scheduling, backfilling vacancies, and accommodating new shift requests across direct, contracted, and labor hire personnel.
• Collaborate closely with the corporate workforce optimisation team to maintain accurate rostering data, facilitating forecasting and resource planning.
• Communicate with onsite staff regarding fortnightly allocations, roster modifications, additional shift opportunities, and ensure all shifts are fully staffed with suitable backups.
• Lead training initiatives and provide user support for the timekeeping system and related issues.
• Uphold confidentiality standards concerning rostering information in accordance with company policies and the code of conduct.
• Work alongside site leadership to guarantee sufficient 24/7 staffing, including casual backups, resolving any roster shortfalls.
• Contribute actively to continuous improvement projects focusing on processes, engagement, user experience, and system enhancements for seamless operations.

Candidate Profile and Qualifications

• Proven extensive experience in rostering staff across diverse employment types is essential.
• Comfortable acting as the primary liaison for operational teams to ensure staff receive accurate rostering details.
• Ability to thrive in a fast-paced environment, effectively managing multiple priorities with composure.
• Exceptional communication skills for clear interaction through phone, email, and face-to-face engagements.
• Holding or willingness to obtain a valid NDIS Clearance is necessary for facility operations.
• Familiarity with Roster Bid Manager tools for online shift allocation is highly advantageous.
• Experience coordinating with broader rostering teams and senior site administrators to optimize staffing outcomes and operational consistency.

Additional Benefits

• Access to discounted fitness and wellbeing programs through a Fitness Passport.
• Employee benefits including non-profit salary sacrifice options.
• Opportunities for career advancement supported by a strong mentorship culture.
• Free participation in comprehensive in-house and online training courses.
• A supportive, positive work environment emphasizing care and safety for residents and staff.
• Engaging team activities promoting wellbeing and fun.
• Family-friendly perks such as an Employee Assistance Program (EAP) and discount programs.
• Complimentary professional development via Work-Rite Micro sessions.
• Encouragement for Defence/Military Veterans to apply.

About Infinite Aged Care

Infinite Aged Care is an established Australian residential aged care provider with over three decades of experience. Expanding since 2014 after acquiring Bonney Healthcare Group, the company operates multiple facilities across South Australia, Queensland, New South Wales, and continues growth nationwide. Our mission is to enhance the quality of aged care services and foster a supportive workplace environment aligned with our slogan "Making Aged Care Great." Successful candidates will be subject to pre-employment checks consistent with our standards.