Job Description

About Trilogy Care

Trilogy Care is one of Australia's fastest-growing providers in the aged care sector, delivering self-management home care packages that empower older Australians to live independently and with dignity. With a rapidly expanding client base and a team that is genuinely passionate about what they do, Trilogy Care is an organisation on the move and we're looking for an experienced client success leader to grow with us.

About the Role

This is a hands-on leadership role where you will be driving performance and capability across a team of approximately 10 Client Success Partners. You will set the standard for service excellence, coach your team to consistently deliver outstanding client experiences and act as the escalation point for complex or sensitive matters.

While you will remain operationally engaged when it counts, your primary focus is clear: lead your team to perform at their best, every day.

What You'll Be Doing

As Team Leader, your responsibilities will span across people leadership, operational oversight and client experience, including:

• Lead from the front, coaching and developing your team through regular one-on-ones, performance reviews and real-time feedback
• Setting and monitoring performance relating to KPI metrics
• Managing inbound queues, workload distribution and SLA compliance
• Acting as the senior escalation point for complex or high-risk client matters
• Identifying workflow inefficiencies and driving practical, sustainable improvements
• Ensuring CRM documentation accuracy and data integrity across the team
• Supporting onboarding, training and ongoing capability development
• Contributing to workforce planning, rostering and capacity management
• Collaborating with internal stakeholders to continuously improve processes and client outcomes

What You Must Have

• 5+ years experience in high-volume, phone-based customer service, contact centre or client support environments
• 2+ years' experience in a team leadership or supervisory role
• Proven track record leading teams to meet and exceed service KPIs and quality standards
• Strong understanding of performance management, service metrics and workforce planning
• Demonstrated ability to manage escalations with professionalism and composure
• Advanced CRM experience and comfort working across multiple systems and platforms
• Strong analytical capability with the ability to interpret data and translate it into actionable improvements
• Excellent written and verbal communication skills
• High proficiency in Microsoft 365 and Teams

What Will Set You Apart

• Experience in aged care, healthcare or NDIS environments
• Exposure to regulatory frameworks relevant to health or community services
• A demonstrated track record of improving customer satisfaction metrics
• Experience implementing process or system improvements in a contact centre environment
• Strong conflict resolution skills and an ability to build genuinely engaged, high-performing teams

Qualifications

A tertiary qualification in Business, Management, Health Administration or a related field is desirable. A Certificate IV or Diploma in Leadership and Management will be highly regarded. Formal training in performance management, coaching or contact centre leadership will also be viewed favourably.

What Success Looks Like

You will know you are excelling in this role when your team is consistently meeting or exceeding service targets, CRM documentation is accurate and complete, client satisfaction is trending upward, and your people feel supported, accountable and engaged in their work.

Why Trilogy Care?

Joining Trilogy Care means being part of a purpose-driven organisation at an exciting stage of growth. We invest in our people and offer a workplace where your contribution is recognised and your career can genuinely progress. Our employees enjoy:

• Expansive new King Street, Bowen Hills office with excellent facilities, conveniently located close to public transport, cafes, restaurants and supermarkets
• Vibrant team culture with regular social events and a collaborative, supportive environment
• Career mapping and progression opportunities within a rapidly growing organisation
• Salary packaging to boost your take-home pay
• Fitness Passport to support your health and wellbeing
• Employee Assistance Program (EAP) available to you and your immediate family
• Employee discounts on groceries, fuel, utility bills, wellness services and more

Apply Now

If you are an experienced leader with a passion for service excellence and team development, we would love to hear from you. Please submit your resume and a brief cover letter outlining your leadership experience and what draws you to this opportunity at Trilogy Care.