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.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.