Job Description

Do you like a fast paced environment where you can make a difference?

If so, we’d love to hear from you!

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
• Tertiary qualifications in Business, Management, Health Administration or a related field are desirable

What Success Looks Like

• Team consistently meeting or exceeding service level targets
• Improved client satisfaction and reduced escalations
• High quality CRM documentation and data accuracy
• Clear individual accountability and performance ownership
• Continuous uplift in team capability and engagement

Why Trilogy Care?

• 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!

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.