Rostering Officer - Brighton

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

checks and licences: • Clear Police Check

Desirable

• 2 years work experience in relevant field or educational qualification

Key Selection Criteria

Essential

• 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.

Care without Compromise
Reviewed July 2026

Position Description – Customer Service Executive, Level 2

Desirable

• Experience with time and attendance software and an understanding of staff management and

Responsibilities/Duties

a timely manner.
Reception Support

• Provide reception coverage alongside the Customer Service Executive – Level

• Greet residents, visitors, contractors and families, and respond to telephone

• Support management of reception during peak periods or staff absences.

Reporting and • Log maintenance concerns or requests in a timely and accurate manner.
Documentation • Undertake regular reporting as required.

• Maintain up-to-date registers and records for team members.
• Accurately document all information relevant to rostering.

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 • Remain aware of relevant legislative standards and guidelines.
competencies • Participate in meetings and in-service training sessions.

• Pursue ongoing development and contribute to continuous improvement.

any act or omission, follow safe work practices and procedures, use and
care for equipment as instructed, not wilfully 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

• Actively fill vacant shifts prior to shift commencement for Personal Leave, Annual Leave and

LSL absences.

• Follow correct protocols before engaging agency staff

• Keep agency staff usage to a minimum

• Data entry accuracy across role allocation type, allowances, leave, and standard/worked

shifts

• Reliable delivery of rostered reception coverage