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 creative 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.
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📌 Customer Service Officer (Care Partner/ Coordinator) (Queensland)
🏢 Trilogy Care
📍 Queensland