Operations Support Officer

• Build genuine, respectful partnerships with customers and their supporters
• Actively listen to and understand customers' perspectives, preferences, goals, and values as the foundation for all scheduling activities and decision-making
• Promote and encourage client and representative feedback regarding care and services
• Provide a prompt, courteous, responsive and flexible service to all clients and staff in a professional manner
• Work collaboratively with service areas, team leaders and service managers to facilitate a seamless approach to customer service provision
• Serve as the first point of contact for workforce enquiries, delivering timely and professional support through phone and email communications: Managing incoming calls from relevant staff to record and respond to unplanned leave notifications, ensuring accurate documentation and appropriate operational follow-up
• Match clients with the most suitably qualified and appropriate staff based on individual care needs, staff skills, and preferences
• Proactively manage scheduling adjustments by identifying and assigning suitable replacement staff when changes arise
• Consider factors such as staff fatigue and travel time between services when scheduling to promote a safe, efficient, and sustainable workforce
• Promptly escalate any potential workforce shortages to the Operations Support Lead for timely resolution
• Assist with the development and ongoing maintenance of staff rosters
• Manage and maintain rostering and client management systems to improve customer service and deliver best practice services
• Effectively communicate schedules to employees and clients ensuring clarity and addressing any concerns or conflicts
• Ensure all workforce rostering activities comply with relevant legislation, regulations, and organizational policies, and remain up to date with changes to maintain ongoing compliance across the workforce
• Provide administrative and clerical support to ensure smooth team operations
• Manage and coordinate incoming correspondence directed to shared email inboxes and calendars
• Support logistics for meetings, training sessions, and other events
• Provide support with financial processes to ensure accurate and efficient financial management

• Proven customer service and administration experience
• Demonstrated proficiency in Microsoft Office applications: Word, Excel, Outlook, and Teams, as well as experience using Windows-based software and cloud-based technologies
• Knowledge of rostering or asset management scheduling software
• An understanding of effective rostering principles, processes, and industry best practices
• The ability to manage multiple tasks effectively in a fast-paced and constantly evolving environment
• Excellent verbal and written communication skills
• The ability to demonstrate effective administration and organisation of tasks and projects, including setting work priorities to meet deadlines
• Drive, initiative, and the ability to positively adjust to changing requirements and situations
• The ability to think logically, interpret, assess, analyse, and review information and issues and provide clear and succinct arguments and effective solutions
• Possess a high level of attention to detail and experience in managing sensitive and confidential information
• The ability to work autonomously as well as collaborate within a team
• Ability to work autonomously while recognising personal accountability and the value of consultation and collaboration
• Demonstrated problem-solving and decision-making skills, with the ability to effectively resolve scheduling conflicts and respond to staff concerns in a timely and professional manner
• A current National Police Clearance or the ability to obtain one

preferably in Aged Care but not essential