Job Title:                     Services Support Officer, Riverbank


Responsible to:           Deputy Head of Operations and Service Delivery


Reports to:                    Service manager


Hours of Work:           37.5 hours per week (Monday – Friday)


Location:                     Riverbank Building, Dublin 8



   

ABOUT THIS ROLE

The Services Support Officer, Riverbank plays a key role in ensuring the smooth day-to-day functioning of the Riverbank service by leading on rota creation, staff scheduling, and workforce planning.

This role is central to maintaining safe staffing levels, ensuring compliance with organisational policies, and supporting the delivery of high-quality frontline services for people who use MQI supports.

Working closely with the Service Manager and the wider Operations team, the post-holder will coordinate rotas, monitor staffing patterns, manage leave and cover arrangements, and maintain the administrative processes needed to ensure continuity and quality of service.


KEY RESPONSIBILITIES

1. Rota Management & Workforce Scheduling (Primary Focus)

  • Develop, issue, and manage daily, weekly and monthly staff rotas for Riverbank services.

  • Ensure all shifts are adequately covered in line with safety standards, service needs, and contractual entitlements.

  • Maintain accurate real-time staff scheduling records.

  • Proactively identify staffing gaps and arrange appropriate cover.

  • Work closely with Service Manager to ensure rotas align with budgeted staffing levels.

  • Manage changes, swaps, and adjustments to rosters promptly and in line with policy.

  • Coordinate rotas for relief/agency staff as required.

  • Ensure compliance with Working Time Act, rest breaks, and MQI HR policies.

  • Provide rota forecasts during periods of annual leave, training, or staff shortages.


2. Leave, Absence & Attendance Administration

  • Track and record staff leave (AL/SL) and liaise with P&C as needed.

  • Prepare staffing overviews for Service Manager and Operations as required.

  • Assist with planning for peak leave periods and balancing team distribution.


3. Service Operations Support

  • Provide administrative and operational support to the Riverbank Management team.

  • Coordinate staff inductions from a scheduling perspective.

  • Track mandatory training attendance and support scheduling of sessions.

  • Support the implementation of operational processes and service improvements.

  • Assist in preparing payroll documentations, operational reports, and activity summaries.


4. Data, Reporting & Compliance

  • Maintain accurate electronic records of rosters, attendance, and workforce patterns.

  • Provide regular reports on staffing gaps, overtime, agency usage, and patterns of absence.

  • Ensure data is recorded in line with GDPR and MQI standards.

  • Assist with external reporting where required (funders, compliance audits, etc.).


5. Cross-Team Coordination

  • Liaise with People & Culture, Finance, and other relevant departments to ensure alignment on staffing, payroll notes, and contract hours.

  • Support the Riverbank management team in operational planning.

  • Respond to general queries from staff regarding rotas and shift allocations.

  • Support broader operations projects as required.


PERSON SPECIFICATION

Essential

  • Minimum 1 years’ experience in rota management, scheduling, or operations admin.

  • Strong organisational and administrative skills with high attention to detail.

  • Ability to work under pressure and manage shifting priorities.

  • Excellent communication and interpersonal skills.

  • Good understanding of workforce planning or rostering systems.

  • Proficiency in Microsoft Office, particularly Excel.

  • Ability to work independently and as part of a team.

  • Commitment to MQI’s mission, values, and service users.

Desirable

  • Experience in a social care, homelessness, or clinical environment.

  • Knowledge of Working Time legislation.

  • Experience using rostering software or HR systems.

  • Training or qualification in business administration, social care, or management.


WHAT MQI OFFER OUR EMPLOYEES

•           Fulfilling and challenging environment

•           Competitive salaries

•           Sick pay scheme

•           Flexible working arrangements on successful completion of induction period

•           Minimum 23 days annual leave

•           Defined contribution pension scheme (after probation)

•           Death in Service (from commencement of employment)

•           Line management supervision

•           Learning and development programme

•           Group VHI scheme

•           Paid Family leave (maternity, paternity, parental, adoptive, force majeure and compassionate leave)

•           Education assistance (study and examination leave, scholarship foundation)

•           Employee Assistance Programme (EAP)

•           Health & Wellness Programme



Salary: 35,659 -39,998 per annum

Contract: Contract of Indefinite Duration

Working Pattern: 37.5 Hours weekly, Monday-Friday.

Location: Riverbank Building, Dublin 8


If you are interested in applying for this position, please complete the application form at link with a copy of your up-to-date CV attached by: the 29th of December 2025 https://merchants-quay-ireland.hirehive.com/services-support-officer-riverbank-dublin-6nNm2W



                            

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Do you declare that the information provided in this application is true and correct to the best of your knowledge; and understand that any false information, omissions, or misrepresentations by you will lead to the rejection of your application, withdrawal of an offer of employment, or in the event of you obtaining employment, result in disciplinary action up to and including dismissal.
Do you have a qualification (minimum QQI Third Level 7 or equivalent) in Social Care or similar?
Do you have a Level 7 in Social Care or similar?
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This role requires onsite presence in Dublin. Are you based in Ireland?
Do you declare that the information provided in this application form is, to the best of your knowledge, true and correct; and understand that any false information, omissions or misrepresentations by you will lead to the rejection of your application, withdrawal of an offer of employment or in the event of you obtaining employment, result in disciplinary action up to and including dismissal.