Expression of Interest – Relief Supervisor, Room Service Call Centre

About the role
Mater Room Service Call Centre is receiving expressions of interest for a Relief Supervisor to join the team on a as needed, relief basis. This role provides an opportunity to step up into a supervisory capacity and support the team by covering shifts as required. If successful, you will be placed on a relief roster and called upon to fulfil Supervisor duties during periods of leave or operational need.

Salary range: $41.60 - $45.81 per hour plus 12% superannuation and access to not-for-profit salary packaging up to $15,900  + access to many staff benefits! 

What you’ll be doing
The Operational Officer Room Service Call Centre team is the first point of contact between Patient and Food Services, responsible for all incoming meal service enquires and orders for Patients Guests, Carers and Doctors.

The Room Service Supervisor will have interactions that may include but are not limited to: Patients and their families, Food Services, Nursing, Dietitians, Speech Pathologists.

• Accurately taking patient orders by means of phone, ensure that patient name, room number, UR (MRN) number, time and delivery timings are clearly registered utilising the operating system (CBORD) in preparation for production and delivery.
• Following established phone courtesy standards and scripting and actively promoting partner food and beverage for approved groups using selling techniques.
• Familiar with all menu offerings, diet variations and specifics of what may be ordered by patients based on their physician prescribed diet. 
• Verifying meal eligibility by comparing client information to food requirements and escalating any inconsistencies or concerns to Nutrition & Dietetics and/or the direct Supervisor.
• Informing patients by explaining procedures; answering questions; providing information and recording accurate and safe menu choices into the computer operating system (CBORD).
• Providing bed side ordering by visiting patients across the complex on Room Service Assist protocol that are unable to call to place their meal orders.
• Using appropriate food and drink terminology and pronunciation, to enhance the patients dining experience.
• Represented appropriately at all Senior Food Service Meetings and other meetings at Mater as required.

Supervisor:

• Develops and maintains department roster to meet operational requirements and support Food Services within the allocated financial budget.
• Finalises the roster for Payroll at the end of each pay period.
• Is responsible for recruitment, onboarding and training and evaluation of new and existing team members.
• Undertake Auditing of team to ensure staff are adhering to approved scripting and are professional in their interactions with all stakeholders.
• Communicate all operational changes in an efficient and timely manner to all stakeholders.
• Ensure all system application outages are reported in a timely manner and that downtime procedures are implemented appropriately.
• Responsible for monitoring equipment and resources in the Room Service Call Centre and escalating repair and replacement as required.

About you

To be considered for the role you will have: 

• The willingness and ability to provide excellent customer service through communication and presentation to all internal and external customers
• This position is a high patient contact role, established standards of excellence maintained, and every effort must be made to meet and exceed all patient expectations or requests within the appropriate scope of service

Please include a cover letter outlining your suitability for the role. - In your cover letter, please describe your motivation for applying to this role and what makes you a strong candidate for this position.

Applications close on 20th June 2025. Please note, we may contact applicants prior to the closing date, please do not hesitate to APPLY NOW!