Job Description

We're looking for a compassionate problem-solver who puts clients first and holds the organisation to account.

At Trilogy Care, we're changing aged care for good - not with more paperwork, but with smarter, faster, AI-supported ways of working that put clients and the people who care for them first. We're building a brand-new Client Remediation function, and looking for people who care deeply about fairness, do the right thing when no one's watching, and hold themselves to a high standard in everything they do.

The opportunity

As a Client Remediation Officer, you'll own remediations from Support at Home clients and their supporters from intake to closure. You won't just log them; you'll act as the single point of contact, build a remediation plan, coordinate the people across Trilogy Care who need to act, and confirm the client is satisfied before the case is closed.

This is a new function, which means you'll help shape the way it works from day one.

What you'll deliver

• Timely, fair resolution of every case with discovery calls inside 48 hours and closure within SLA.
• Remediation plans that other departments actually execute on. Not paperwork, real action.
• Confidence for clients and their families that their concerns were heard and resolved with care.
• Trend insights that feed into genuine organisational improvement.

What you'll do

Case ownership

• Own assigned cases end-to-end: intake and triage, discovery call with the complainant within 48 hours, remediation plan, action tracking, closure.
• Introduce yourself as the client's point of contact for the duration of their case, and keep them informed on progress.
• Maintain the remediation register to ensure it is accurate, current, audit-ready at all times.

Investigation & remediation

• Gather evidence, interview parties, document findings, and build a clear remediation plan with specific actions, owners, and deadlines.
• Coordinate with other teams to see every action through to completion with evidence.

Confidentiality & fairness

• Handle all cases with strict confidentiality and impartiality.
• Identify and escalate conflicts of interest; treat all parties with professionalism and respect.

Continuous improvement

• Contribute to root cause analysis on substantiated complaints.
• Spot trends and patterns; feed insights into the team's monthly reporting.
• Suggest the process and policy changes that would stop complaints recurring.

What you'll bring

Must-have

• Experience in complaints handling, customer service, case management, or a similar role where you've owned difficult cases.
• Strong empathetic communication skills - written and verbal.
• Confidence coordinating action across teams and holding people to deadlines without burning bridges.
• Ability to maintain confidentiality and impartiality in sensitive situations.
• Excellent attention to detail and accurate, defensible documentation.
• Composure and professionalism when handling emotionally charged conversations.

Nice-to-have

• Experience in aged care, disability, or health services - especially Support at Home or similar home-care programs.
• Working knowledge of the aged care regulatory landscape.

Why Trilogy Care?

• Expansive new King Street office close to transport, cafes and amenities
• Vibrant culture and regular social events
• Career mapping and progression opportunities
• Salary packaging to boost your take-home pay
• Fitness Passport, and EAP for you and your immediate family
• Employee discounts (groceries, fuel, utilities, wellness and more)

If you hold yourself to a high standard, care about doing right by people, and want to make a tangible difference in aged care - we'd love to hear from you.

Please note

To join our team, you’ll need to have full Australian work rights. As part of our standard recruitment process, we’ll also conduct a working rights check, police check and request professional references during onboarding.

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.