Job Description

Make a Difference Every Day in Aged Care

Trilogy Care is growing, and we are looking for Client Success Partners to join our high performing service team. This is your opportunity to be part of a fast paced, tech enabled organisation where your work directly supports older Australians to live independently in the home they love. If you thrive in a phone based customer service environment, love solving problems, and take pride in delivering outstanding support, this could be the role for you. You will be joining a supportive, performance focused team where your contribution genuinely matters.

What You’ll Do

As a Client Service Partner, you will be a the first point of contact for care recipients, families, service providers and internal teams.

Your day-to-day role would look like:

• Managing a high volume of inbound and outbound calls and emails (30-40 calls per day)
• Delivering exceptional customer service with empathy and professionalism
• Supporting clients by coordinating services and resolving Tier 1 and 2 enquiries
• Problem solving and managing service issues through to resolution
• Updating customer records and maintaining accurate documentation
• Using CRM systems, Microsoft Office and digital tools to manage communication
• Working collaboratively across teams to deliver a seamless customer experience

This role requires confidence on the phone, strong attention to detail and the ability to remain calm and solutions focused in a fast paced environment.

We’re Looking For People Who Are

• Experienced in managing high volumes of inbound customer contacts
• Confident handling complex phone and email enquiries
• Empathetic, professional and clear communicators with a genuine passion for helping others
• Able to perform well under pressure and manage competing priorities in a fast-paced environment
• Highly organised with strong time management skills
• Detail oriented and comfortable maintaining accurate records and documentation
• Adaptable and comfortable working in a changing environment, with the ability to quickly learn new processes and systems.
• Proficient in Microsoft Office including Outlook, Word and Excel
• Experience using CRM or contact centre systems (highly regarded).

Why Trilogy Care?

• Modern King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets
• Vibrant team culture and regular social events
• Opportunities for career mapping and career progression within the company
• Salary packaging (Novated Leasing) to boost your take-home pay
• Access to Fitness Passport to support your health and wellbeing
• EAP support for you and your immediate family
• Employee discounts on groceries, fuel, utility bills, wellness and more

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 going beyond compliance and coordination – we’re applying AI, automation and operational design to deliver better client experiences and better employee ones. Every staff member has access to generative AI tools, training, and time to experiment - not just the Tech team! Whether you're in finance, people & culture, growth, or support, you’ll be part of an industry-first AI movement where we reward ideas that improve care outcomes, safety, efficiency or team wellbeing.

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.