Trilogy Care is one of Australia’s fastest-growing approved Support at Home providers. Our innovative self-management model gives older Australians more choice, transparency, and value - so they can spend less on fees and more on the care they need.

We’re a vibrant, purpose-driven team dedicated to helping people live independently at home for longer. It’s not just about numbers - it’s about real impact for our clients and their families and we take pride in building a workplace where people feel empowered, supported, and valued.

The Position

As the Care Team Lead - External Coordination, you will lead and support a team of approximately 10 Care Partners delivering high-quality, person-centred care management services within our growing external coordination function.

This position ensures clients receive high-quality, consistent support while empowering Care Partners to perform at their best. By providing guidance, monitoring performance, and addressing challenges, the Team Leader contributes to operational efficiency, continuous improvement, and a strong, collaborative team environment.

You’ll play a key role in fostering a positive and high-performing team culture, while helping shape and improve the way we deliver services to older Australians.

What You’ll Do

- Lead, coach, and support a high-performing team of Care Partners delivering exceptional contact centre support to Support at Home clients.
- Drive team performance through coaching, development conversations, KPI management, workload oversight, and performance improvement initiatives.
- Oversee the delivery of high-quality, person-centred telephone-based care management services that improve customer outcomes.
- Manage a personal portfolio of Support at Home clients, conducting regular check-in calls and reviewing budgets and service plans to ensure strong client relationships and optimal use of funding.
- Act as the first point of contact for urgent or sensitive client issues
- Use reporting and operational data to identify trends,



risks, and opportunities for service improvement.
- Lead continuous improvement initiatives that enhance service quality, team efficiency, and operational performance.
- Contribute to operational strategy through process improvements, workflow optimisation, and action planning.

WhatYou’llBring

- Minimum 2 years’ experience leading and developing teams within a contact centre workplace.
- Proven ability to lead, coach, motivate, and support high-performing teams.
- Excellent communication and interpersonal skills with a strong customer and client-focused approach.
- Proven ability to manage competing priorities and perform effectively in a fast-paced environment.
- Strong problem-solving, decision-making, and conflict resolution capabilities.
- High levelof digital literacy with confidence using care management, CRM, and reporting systems.
- Experience within aged care, healthcare, community services, or care coordination environments not required but will be highly regarded.
- Knowledge of the Support at Home program, aged care legislation, or relevant qualifications in health or community services is desirable, however full training will be provided.

Unlock your Potential with Trilogy Care

Behind every hour of care we deliver is a smart, tech-enabled team rethinking how aged careoperates. At Trilogy Care,we’regoing beyond compliance and coordination –we’reapplying AI,automationand operational design to deliver better client experiences and better employee ones. Every staff member has access to generative AI tools, training, and time to experiment - not just the Tech team! Whetheryou'rein finance, people & culture, growth, or support,you’llbe part of an industry-first AI movement where we reward ideas that improve care outcomes, safety,efficiencyor team wellbeing.

Please note

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

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📌 Team Leader - Customer Service (Brisbane)
🏢 Trilogy Care
📍 Brisbane