What if your customer service skills could help shape the future of aged care?
Trilogy Care is one of Australia’s fastest-growing approved Support at Home (HCP/S@H) providers, transforming aged care through technology, innovation, and exceptional people. As we continue to grow, we’re investing in AI, automation, and smarter ways of working to deliver better outcomes for older Australians.
As a Care Partner, you’ll manage your own portfolio of clients, becoming their trusted point of contact and helping them navigate their care with confidence. This is a relationship-based role where strong communication, empathy, and problem-solving are key.
While phone-based, this isn’t a call centre role. You’ll have ownership of your client portfolio, supported by a collaborative team, as you assess changing needs, coordinate care, and make a genuine difference in the lives of older Australians every day.
What You’ll Do
- Handle high-volume calls and enquiries in a structured, fast-paced support environment
- Be the first point of contact for clients, families, and providers seeking guidance on Home Care Packages and care services
- Manage a portfolio of client enquiries by assessing needs, identifying risks, and guiding appropriate care pathways
- Deliver outstanding customer service through clear, timely, and empathetic communication across phone and email, while meeting service levels and KPI targets.
- Build trusted client relationships by understanding individual goals and providing practical, solution-focused support
- Collaborate with internal teams and external providers to resolve complex care-related queries and ensure positive client outcomes
What You’ll Bring
- Experience in customer service or contact centre environments, with confidence managing frequent and often complex phone conversations, while working towards KPIs and maintaining a customer-focused, quality-driven approach.
- Exceptional communication and active listening skills, with a genuinely client-centred approach
- Strong problem-solving ability, applying sound judgement and critical thinking to navigate complex, sensitive, or evolving situations
- Strong change management skills, with the ability to adapt to evolving legislation, guidelines, and processed.
- High level of tech confidence, including CRM, Microsoft Office 365 and the ability to learn new systems quickly
- Strong attention to detail and a warm, professional approach, paired with empathy, emotional intelligence, and resilience to support older Australians and their families while maintaining accurate documentation and follow-up.
- Experience in aged care, health, disability, or care coordination (desirable but not essential)
Why Trilogy Care?
- $84,000 package (inclusive of superannuation) + up to $5,000 KPI-based bonus
- Be part of a purpose-driven team using AI and innovation to transform aged care while building your career in a fast-growing organisation.
- Expansive new King Street office with excellent facilities, close to public transport, cafes, and restaurants
- Vibrant business and team culture with regular social events
- Ongoing training workshops and support from Learning & Development, peers, and managers
- EAP support for you and your immediate family
Unlock Your Potential with Trilogy Care
Behind every hour of care we deliver is a smart, tech-enabled team rethinking how aged care operates. At Trilogy Care, we’re applying AI, automation, and operational design to deliver better client experiences and better employee ones. Every team member has access to generative AI tools, training, and time to experiment – not just the Tech team.
Please note
To join our team, you’ll need full Australian work rights. As part of our standard recruitment process, we’ll conduct a working rights check, police check and request professional references during onboarding.
Due to the high volume of applications, only shortlisted candidates will be contacted.
