Job Description

Trilogy Care | Client Experience Team

Help clients get more from their care. Build relationships that make a difference.

At Trilogy Care, we’re helping older Australians take greater control of the care and support they receive at home.

As a fast-growing Australian aged care organisation, we connect clients with trusted care and service providers, helping them access the support they need to live independently and get the most from their care funding.

We’re now looking for a Client Success Specialist to join our Client Experience team.

This is a high-energy, relationship-focused role where you’ll be the person clients can rely on — building trust, identifying concerns early and helping clients continue to see the value in their care with Trilogy Care.

About the Role

As a Client Success Specialist, you’ll manage an active caseload of existing clients across a busy inbound and outbound phone environment.

Your focus will be on building meaningful client relationships, increasing service utilisation, preventing avoidable churn and reconnecting with clients who have disengaged during their onboarding journey.

You’ll use proactive communication, CRM insights and genuine client care to understand what clients need, identify potential risks and take action before concerns escalate.

This is more than simply making calls. You’ll help clients understand the services available to them, make the most of their care package and stay connected with the support they need.

What You’ll Be Doing

Client Retention & Relationship Management

• Proactively contact existing clients through scheduled check-ins to understand satisfaction and identify concerns.
• Build strong, trusting relationships with clients and their families.
• Manage an active caseload and prioritise clients who may be at risk of disengagement.
• Use CRM systems to track interactions, monitor engagement and identify at-risk clients.
• Act as a consistent and reliable point of contact for your clients.

Driving Service Utilisation

• Identify clients who may not be fully utilising their available care package.
• Educate clients about available services and support options.
• Help clients understand the value of their care package and how they can make better use of it.
• Build strong support networks that encourage ongoing service utilisation.

Churn Prevention & Client Recovery

• Recognise early warning signs such as missed services, declining engagement or dissatisfaction.
• Have thoughtful and structured conversations with clients who are considering leaving.
• Work proactively to resolve concerns and preserve client relationships.
• Reconnect with clients who have disengaged during onboarding and help them understand the value of Support at Home.
• Escalate complex or sensitive matters to the Team Lead with clear context and recommended actions.
• Track churn reasons, retention outcomes and client recovery results.

Client Value & Business Growth

• Contribute to client retention and business outcomes by improving package utilisation.
• Clearly communicate the value of ongoing care coordination.
• Identify opportunities to improve client engagement and long-term service utilisation.
• Support conversations around additional services or higher levels of care where appropriate.
• Maintain accurate and detailed CRM records.

What We’re Looking For

We’re looking for someone who genuinely enjoys talking to people, building relationships and finding solutions.

You’ll be confident working in a high-volume phone environment and comfortable having difficult conversations while maintaining empathy, professionalism and composure.

You’ll also bring:

• Excellent verbal and written communication skills with a strong client-first approach.
• Proven ability to build rapport and trust with clients, families and internal stakeholders.
• Strong organisation and attention to detail, with the ability to manage a large and active caseload.
• Confidence using CRM systems to maintain client records and track engagement.
• Sound judgement when identifying and escalating sensitive, complex or high-risk matters.
• Resilience and confidence when managing challenging conversations.
• The ability to manage a busy call schedule without compromising the quality of client interactions.
• A proactive and solutions-focused approach.

It Would Be Great If You Also Have

• Previous experience in aged care, home care or community services.
• Certificate III/IV in Business, Community Services or a related discipline.
• Experience working with customer retention, NPS or client satisfaction metrics.
• Experience in a high-volume customer service, account management, client success or contact-centre environment.

Why Trilogy Care?

This is an opportunity to join a growing organisation where technology, innovation and genuine care come together.

You’ll work alongside a passionate team that is focused on improving the experience of older Australians and helping clients get the most from the support available to them.

You’ll also have the opportunity to make a tangible difference — not just by answering calls, but by building relationships that help clients remain engaged with their care and support.

Ready to Make a Difference?

If you’re a relationship-driven professional who thrives in a fast-paced environment and wants to make a meaningful impact, we’d love to hear from you.

Apply now to join Trilogy Care as our next Client Success Specialist.