Care & Services Manager

Infinite Aged Care; Tweed Heads; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Mentorship from rostering team

Employee referral program

Discounted Health Insurance

In-house training and development

Job summary

Infinite Aged Care is seeking a Duty Shift Supervisor to lead daily operations across shifts in our aged care homes. The role focuses on ensuring warm, safe, and compliant environments while coordinating multiple departments to deliver high-quality care.

The ideal candidate has an operations background with strong customer-service orientation, and can mentor staff to enhance performance and service delivery on a fast-paced shift-based schedule.

Qualifications

• Operational leadership background across industries with strong customer service focus.
• Excellent communication with residents, families and staff.
• Attention to detail in compliance and documentation.
• Ability to mentor and develop team members for service delivery.

Responsibilities

• Oversee day-to-day care home operations across shifts.
• Coordinate staffing, cover absences and maintain coverage for continuous care.
• Liaise with clinical, cleaning, catering, laundry, maintenance and engagement teams.
• Supervise meals service and ensure resident dining experiences meet standards.
• Facilitate admissions/discharges and support family transitions.
• Address feedback and resolve issues promptly with proper documentation.
• Help resolve complaints to improve resident experience.

Skills

Leadership

Communication

Customer service

Time management

Mentoring

Staff training

Job description

The Role

The Duty Shift Supervisor plays a vital role in the effective day-to-day operations of Infinite Care homes, with a key focus on the direct supervision of operational excellence. Working collaboratively with all Heads of Department, this role ensures operational excellence across each shift. As a member of the leadership team, the Duty Shift Supervisor leads the daily functions of the care home in alignment with the expectations set by the General Manager.

The ideal candidate comes from an operations background with a high level of customer service focus. While aged care experience is not essential, we are seeking a background in operational management or team leadership from any industry. This role is ideal for operational leaders with a background in hospitality from a 5-star hotel level and/or pub/venue management approach. Your standards set the tone for customer enjoyment, reputation and operational excellence.

A day in the life could look like:

• Walking through the home to ensure a warm, safe, and welcoming environment.
• Reviewing staffing allocations, responding to unplanned leave, and ensuring adequate coverage for continuous care.
• Checking in with all departments: clinical, cleaning, catering, laundry, maintenance, and engagement, to support smooth daily operations.
• Overseeing meal services, ensuring dining areas are prepared, compliance is met, and residents enjoy a positive dining experience.
• Coordinating new admissions and discharges, ensuring rooms are ready and families feel supported throughout transitions.
• Managing feedback and resolving issues promptly, ensuring all actions are documented and closed out.
• Supporting the resolution of complaints with a focus on enhancing the resident experience.

Essential for the role

• Strong communication skills to engage effectively with residents, families, staff, and external stakeholders.
• Ability to manage resident concerns with empathy and efficiency, ensuring high satisfaction and quality care.
• Excellent attention to detail when monitoring compliance, operational standards, and documentation.
• Effective time‑management and prioritisation skills to navigate a fast‑paced environment.
• A commitment to delivering exceptional service to elderly residents, with a strong customer‑service mindset.
• Ability to mentor, train, and support team members to enhance performance and service delivery.

Why work for us?

• Strong mentorship and support from an experienced rostering/workforce optimisation team.
• Employee Referral program that enables you to earn extra income tapping your local networks.
• A collaborative, down-to-earth team culture where people truly care.
• Grow with us – we are rapidly expanding!
• We are not your average aged care provider – help us Make Aged Care Great and make a real difference in people’s lives.

Benefits

• Fitness Passport to access discounted fitness and wellbeing sessions.
• Access to non-for-profit (NFP) salary sacrificing employee benefits
• Discounted Health Insurance.
• Access to in-house and online training programs - FREE to all employees.
• Access to our EAP and Flare (employee discounts).
• Work-Rite Micro professional development - FREE to all employees.
• Defence/Military Veterans are encouraged to apply.