Job Description

Looking for more than just another call centre job? Build a rewarding career while making a difference every day.

Are you great with people, confident on the phone and looking for a role where you're doing more than just answering calls?

Join Trilogy Care, a fast-growing Support at Home provider helping older Australians remain independent in their own homes.

We're looking for experienced Customer Service Officers to join our Care team. You'll be part of a high-performing contact centre environment, supporting clients, families and service providers while developing valuable skills in aged care, coordination and relationship management.

You don't need to come from aged care. If you have strong customer service experience, empathy, resilience and a genuine desire to help people, we'll support you to learn the rest.

What You'll Do

• Handle high-volume inbound and outbound calls and email enquiries
• Be a first point of contact for clients, families and service providers
• Listen to customers, understand their needs and provide practical solutions
• Manage enquiries through to resolution and follow up where required
• Navigate sensitive or challenging conversations with empathy and professionalism
• Work with internal teams and external providers to resolve enquiries
• Maintain accurate customer records and documentation
• Use CRM and Microsoft systems to manage customer information and interactions
• Deliver exceptional customer service while meeting team KPIs and service levels

What You'll Bring

• Previous customer service or contact centre experience
• Confidence handling high-volume phone conversations
• Excellent verbal and written communication
• Strong active listening and problem-solving skills
• The ability to remain calm and professional in challenging situations
• Empathy and patience when supporting older Australians and their families
• Strong attention to detail and follow-up skills
• Confidence using technology and learning new systems
• Aged care, health, disability or care experience is a bonus, but not required

Why Trilogy Care?

• $75,000 + up to $5,000 KPI-based bonus
• Transfer your customer service experience into a meaningful career
• Learn about aged care while developing your professional skills
• Work with AI, automation and innovative technology
• Genuine career progression and development opportunities
• Supportive, collaborative and energetic team environment
• Modern King Street office close to public transport
• Regular team events and celebrations
• EAP support for you and your immediate family

If you're ready to take your customer service experience into a role where every conversation can make a difference, we'd love to hear from you.

Please Note

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