Reports To: Customer Service Manager

Customer Services and Admissions Manager, Customer Service Executive team, Supervising: NA, Liaises With: residents, families and representatives, contractors and suppliers

Employment Mayflower Health & Aged Care Employees EA 2021

Instrument:

Classification: Wage Skill group 11

Our Vision: Care without Compromise

Our Mission: “Enhancing quality of life choices for our community”

Our Values: Compassion We care for those in need with empathy and understanding, Excellence We strive for quality and distinction, Integrity We are honest, ethical, and sincere, Respect We recognise the value, uniqueness, and dignity of every person

Position Purpose: The Rostering Officer (Customer Service Officer – Level 2) combines rostering and workforce administration, ensuring the site is resourced with the right people at the right time while maintaining a high standard of customer service at the front desk.

This role sits within the Rostering and Reception knowledge blocks of the Customer Service Executive career pathway, and works alongside the Reception Officer (Customer Service Officer – Level 1) to maintain continuous reception coverage.

- Coordinate rostering for Clinical Care, Administration and Environmental Services staff, including the laundry and cleaning rosters.
- Deliver accurate, timely workforce administration that supports compliance, budget and continuity of care.
- Support the Customer Service Team Leader with day-to-day administrative operations.

Qualifications Mandatory

- Clear Police Check

Desirable

- 2 years work experience in relevant field or educational qualification

Key Selection Criteria

- Previous experience with roster management.




- Ability to cope with rapidly changing circumstances and quickly grasp new concepts.
- Time management skills with the ability to work within deadlines.
- Strong conflict resolution and problem‑solving skills.
- Excellent interpersonal, communication and organisational skills.
- Proven ability to work both independently and as part of a team.

Position Description – Customer Service Executive, Level 2

Desirable

- Experience with time and attendance software and an understanding of staff management and rostering principles.

Responsibilities/Duties

Quality Service Rostering

- Coordinate rosters for Clinical Care Staff, Administration and Environmental Services, including laundry and cleaning.
- Complete rosters within required timeframes and achieve compliance requirements, including mandatory care minutes provisions.
- Efficiently fill vacant shifts, proactively covering Personal Leave, Annual Leave and LSL absences prior to shift commencement.
- Maintain the Leave Calendar and assist team members with roster queries in a timely manner.

Reception Support

- Provide reception coverage alongside the Customer Service Executive – Level 1, Monday to Friday, balancing this with rostering responsibilities.
- Greet residents, visitors, contractors and families, and respond to telephone and in-person enquiries where required.




- Support management of reception during peak periods or staff absences.
- Log maintenance concerns or requests in a timely and accurate manner.
- Undertake regular reporting as required.
- Maintain up-to-date registers and records for team members.
- Accurately document all information relevant to rostering.

Communication

- Follow directives of supervisors and act in accordance with Mayflower values.
- Support compliance with mandatory care minutes provisions.
- Ensure confidentiality is maintained at all times.

Compliance

- Follow directives of supervisors and act in accordance with Mayflower values.
- Support compliance with mandatory care minutes provisions.
- Ensure confidentiality is maintained at all times.
- Comply with Mayflower’s policies and procedures.
- Follow directives of supervisors.
- Act in accordance with Mayflower values.

Skills and Competencies

- Remain aware of relevant legislative standards and guidelines.
- Participate in meetings and in-service training sessions.
- Pursue ongoing development and contribute to continuous improvement.

Work Health & Safety

- Work Health: Comply with the OHS Act 2004.
- Safety: Take reasonable care to ensure your own safety, not place others at risk by any act or omission, follow secure work practices and procedures, use and care for equipment as instructed, not willfully and recklessly interfere with safety equipment, report hazards and injuries, and cooperate with Mayflower to meet OHS obligations.

Key Performance Indicators

Care without Compromise

Reviewed July 2026

Position Description – Customer Service Executive, Level 2

Reviewed July 2026

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📌 Rostering Officer - Brighton (Williamstown)
🏢 Mayflower
📍 Williamstown