Customer Support Manager

Infinite Aged Care Pty Ltd; Windsor; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Fitness Passport

Salary sacrificing benefits

Career growth opportunities

In-house and online training

Supportive team environment

Job summary

Infinite Aged Care Pty Ltd in Windsor, NSW, is seeking a Rostering & Staffing Specialist to lead frontline rosters across day, afternoon and night shifts, delivering operational stability for residents, families and visiting health professionals. This full‑time site role reports to the General Manager and requires a calm, precise communicator who thrives under pressure.

You will manage roster activity for direct, contracting and labour hire staff, backfill shifts, liaise with the workforce

Qualifications

• Extensive rostering experience across direct, contracting and labour hire staff.
• Strong communication and coordination with operations teams.
• NDIS clearance or willingness to obtain one.
• Experience with roster bid manager tools.

Responsibilities

• Lead roster management and backfill shifts across direct, contracting and labour hire staff.
• Coordinate with workforce optimisation to ensure accurate rostering data and forecasting.
• Manage on-site staff relations for fortnightly allocations and shift changes.
• Train staff on timekeeping system and troubleshoot access.
• Maintain confidential rostering information per policies.
• Ensure 24/7 facility staffing with casual backups and fill roster gaps.
• Drive continuous improvement projects on rostering processes.

Skills

Rostering

Staff management

Communication

NDIS clearance

Staff scheduling

Backfill shifts

Tools

Roster Bid Manager

Timekeeping system

Job description

The Role

We have an exciting and fast paced opportunity to join the Infinite Operational team in the role of Rostering & Staffing Specialist. This Full-time site-based position reports directly to our General Manager and is integral to all staffing at our stunning Windsor care home. 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 patternsenabling 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.
• 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.

Benefits - Why work for us?

• Fitness Passport to access discounted health and wellbeing sessions on us!
• Access to non-for-profit (NFP) salary sacrificing employee benefits
• Career growth opportunities within a strong mentoring team culture.
• Access to in-house and online training programs - FREE to all employees.
• Supportive, positive team environment with a strong caring work ethic.
• Companywide safety-first workplaces for our residents, families and staff.
• Positive wellbeing, fun and engaging team / shift activities.
• Access to family friendly benefits like our EAP and Flare (employee discounts).
• Work-Rite Micro professional development FREE to all employees.
• Defence/Military Veterans are encouraged to apply.

Why Infinite Aged Care!

We are an Australian residential aged care provider with over 30 years’ experience in delivering quality aged care to the elderly. Infinite Care began our current aged care provider journey in 2014 after acquiring the Bonney Healthcare Group, a trusted provider in South Australia since 1988 with five existing facilities in Adelaide. As part of our vision to become a best of breed aged care provider, and employer of choice in the aged care sector, Infinite Care has continued to expand in recent years with facilities in Southeast Queensland, Cairns, New South Wales and more in the pipeline across Australia.

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.