Job Description

Help Us Shape the Future of Aged Care

You’re confident on the phone, comfortable with complexity, and able to approach different situations with confidence. You enjoy thinking critically, having meaningful conversations, and supporting people through issues that require thoughtful problem-solving.

If that sounds like you, this could be your next move!

Trilogy Care is growing rapidly, and we’re looking for empathetic, capable people to join our Care team as Care Partners. We’re hiring multiple roles, offering you the opportunity to use your customer service or call centre experience in a relationship-based case management role where every interaction genuinely improves the lives of older Australians and their families.

About the Role

As a Care Partner, you’ll manage a dedicated portfolio of older Australians accessing Support at Home funding. You’ll be their primary point of contact, building trusted, long-term relationships and supporting them to navigate their care with clarity and confidence.

Our clients value human connection and prefer phone conversations, so strong communication skills and emotional intelligence are key. While phone-based, this is not a call centre role - you’ll manage your own client portfolio with autonomy and support from a collaborative team.

Every day brings variety. You’ll assess changing needs, manage risk, resolve concerns, and guide clients through care pathways - balancing funding rules, care standards, and real-world human needs.

What You’ll Do

• Handle high-volume calls and enquiries in a structured, fast-paced support environment
• Be the first point of contact for clients, families, and providers seeking guidance on Home Care Packages and care services
• Manage a portfolio of client enquiries by assessing needs, identifying risks, and guiding appropriate care pathways
• Coordinate and schedule care and support services
• Deliver outstanding customer service through clear, timely, and empathetic communication across phone and email, while meeting service levels and KPI targets.
• Build trusted client relationships by understanding individual goals and providing practical, solution-focused support
• Collaborate with internal teams and external providers to resolve complex care-related queries and ensure positive client outcomes

What You’ll Bring

• Experience in customer service or contact centre environments, with confidence managing frequent and often complex phone conversations, while working towards KPIs and maintaining a customer-focused, quality-driven approach.
• Exceptional communication and active listening skills, with a genuinely client-centred approach
• Strong problem-solving ability, applying sound judgement and critical thinking to navigate complex, sensitive, or evolving situations
• Strong change management skills, with the ability to adapt to evolving legislation, guidelines, and processed.
• High level of tech confidence, including CRM, Microsoft Office 365 and the ability to learn new systems quickly
• Strong attention to detail and a warm, professional approach, paired with empathy, emotional intelligence, and resilience to support older Australians and their families while maintaining accurate documentation and follow-up.
• Experience in aged care, health, disability, or care coordination (desirable but not essential)

Why Trilogy Care?

• $84,000 package (inclusive of superannuation) + up to $5,000 KPI-based bonus
• Expansive new King Street office with excellent facilities, close to public transport, cafes, and restaurants
• Vibrant business and team culture with regular social events
• Ongoing training workshops and support from Learning & Development, peers, and managers
• 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 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

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

Due to the high volume of applications, only shortlisted candidates will be contacted.