Customer Service Officer (Care Partner/ Coordinator)

What if your customer service skills could help shape the future of aged care?

Trilogy Care is one of Australia’s fastest-growing approved Support at Home (HCP/S@H) providers, empowering older Australians to stay in their own homes for longer through technology-enabled, person-centred care.

We’re transforming the aged care experience by combining innovative technology, AI, and passionate people to deliver better outcomes for the clients and communities we support. As we continue to grow, we’re creating exciting opportunities for people who want to make a meaningful impact, develop their skills, and build a rewarding career in a purpose-driven organisation.

As a Care Partner, you’ll manage your own portfolio of clients, becoming a trusted point of contact and helping them navigate their care journey with confidence. We’re hiring multiple Care Partners for this rewarding, relationship-focused role where your communication, empathy, and problem-solving skills will make a genuine difference every day.

You’ll thrive in a fast-paced contact centre environment, supported by a collaborative team culture where you’ll be encouraged to learn, grow, and achieve your career goals.

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
• 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 a customer service or contact centre environment, confidently managing high-volume phone conversations while achieving KPIs and delivering exceptional customer service.
• 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
• High level of tech confidence, including CRM, Microsoft Office 365 and the ability to learn new systems quickly
• Strong attention to detail, with the ability to maintain accurate documentation and follow-up.
• A warm, professional, and resilient approach, with the empathy and emotional intelligence to support older Australians and their families.
• 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
• Work smarter with AI, automation, and innovative technology that reduces admin and helps you focus on what matters – supporting clients
• Build your career with a fast-growing organisation offering genuine progression and development opportunities
• Join a purpose-driven team transforming the future of aged care
• Enjoy a vibrant, supportive culture with regular team events and celebrations
• Work from our modern King Street office with excellent facilities, close to public transport, cafes, and restaurants
• EAP support for you and your immediate family

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.