Job Description

Client Service Partner (Customer Service)

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Make a Difference Every Day in Aged Care

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Trilogy Care is growing, and we are looking for Client Success Partners to join our high performing service team. This is your opportunity to be part of a fast paced, tech enabled organisation where your work directly supports older Australians to live independently in the home they love. If you thrive in a phone based customer service environment, love solving problems, and take pride in delivering outstanding support, this could be the role for you. You will be joining a supportive, performance focused team where your contribution genuinely matters.

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What You'll Do

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As a Client Service Partner, you will be a the first point of contact for care recipients, families, service providers and internal teams.

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Your day-to-day role would look like:

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- Managing a high volume of inbound and outbound calls and emails (30-40 calls per day)
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- Delivering exceptional customer service with empathy and professionalism
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- Supporting clients by coordinating services and resolving Tier 1 and 2 enquiries
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- Problem solving and managing service issues through to resolution
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- Updating customer records and maintaining accurate documentation
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- Using CRM systems, Microsoft Office and digital tools to manage communication
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- Working collaboratively across teams to deliver a seamless customer experience
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This role requires confidence on the phone, strong attention to detail and the ability to remain calm and solutions focused in a fast paced environment.

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We're Looking For People Who Are

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- Experienced in managing high volumes of inbound customer contacts
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- Confident handling complex phone and email enquiries
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- Empathetic, professional and clear communicators with a genuine passion for helping others
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- Able to perform well under pressure and manage competing priorities in a fast-paced environment
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- Highly organised with strong time management skills
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- Detail oriented and comfortable maintaining accurate records and documentation
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- Adaptable and comfortable working in a changing environment, with the ability to quickly learn new processes and systems.
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- Proficient in Microsoft Office including Outlook, Word and Excel
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- Experience using CRM or contact centre systems (highly regarded).
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Why Trilogy Care?

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- Up-to-date King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets
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- Vibrant team culture and regular social events
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- Opportunities for career mapping and career progression within the company
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- Salary packaging (Novated Leasing) to boost your take-home pay
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- Access to Fitness Passport to support your health and wellbeing
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- EAP support for you and your immediate family
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- Employee discounts on groceries, fuel, utility bills, wellness and more
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Unlock your Potential with Trilogy Care

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Behind every hour of care we deliver is a smart, tech-enabled team rethinking how aged care operates. At Trilogy Care, we're going beyond compliance and coordination – we're applying AI, automation and 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! Whether you're in finance, people & culture, growth, or support, you'll be part of an industry-first AI movement where we reward ideas that improve care outcomes, safety, efficiency or team wellbeing.

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Please note

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

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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.

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📌 Client Service Partner (Customer Service) (Queensland)
🏢 Trilogy Care
📍 Queensland