Job Description

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. We're a vibrant, purpose-driven team dedicated to helping people live independently at home for longer, creating meaningful impact for our clients, their families, and our people.

As an Assessment Partner, you'll be the first point of contact for many clients, guiding them through their Support at Home journey with empathy, expertise and personalised support. If you're passionate about helping people, delivering exceptional customer service, and building meaningful relationships, this is your opportunity to make a genuine difference while growing your career in an innovative organisation.

What You'll Do

• Deliver exceptional, person-centred service by building trusted relationships with new and existing Support at Home clients.
• Conduct personalised assessments to understand each client's needs, goals and preferences using a wellness and enablement approach.
• Collaborate with clients and their representatives to develop tailored care plans that support independence and quality of life.
• Guide clients through their available supports, recommending services that align with their goals and funding.
• Build and manage each client's initial Support at Home budget and service plan to maximise their allocated funding.
• Identify potential health and safety risks, providing education and practical guidance to clients and their families.
• Coordinate referrals to appropriate clinical or community services where additional support is required.
• Manage a caseload of client assessments while delivering a responsive, high-quality customer experience.
• Maintain accurate client records and documentation within our care management system (full training provided).

What You'll Bring

• Experience in aged care, Home Care Packages (HCP), NDIS, or care planning is highly desirable
• Previous experience in a customer service, contact centre, or client-facing role, with a passion for delivering exceptional service.
• You may have some clinical, community or care support experience, but this is not mandatory.
• Confident, empathetic communicators with strong interpersonal and written communication skills.
• Digital confidence with Microsoft 365 tools (including Outlook, Excel, Teams and SharePoint) and CRM systems
• Proactive and self-motivated, with the ability to work independently and collaborate within a team
• Strong skills in decision-making, time management, critical thinking, and dispute resolution
• A passion for growth, learning and building a meaningful, sustainable career in the Aged Care sector

Why Trilogy Care?

• Monday to Friday only - no shiftwork, no weekends
• No driving required - all client interactions are via phone or video
• Modern office in King Street, Bowen Hills - surrounded by cafes, supermarkets, and public transport
• Clear career pathways across departments for those who show initiative
• Salary packaging options to boost your take-home pay
• Vibrant, inclusive team culture with regular social events
• Employee benefits including Fitness Passport, EAP support for you and your family

Help Us Shape the Future of Aged 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:

• Applicants must have full Australian work rights.
• As part of our onboarding process, a police check and professional references are required.

We appreciate the interest of recruitment agencies, but kindly ask that resumes not be submitted unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes.