Help us shape the future of age 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 growing our Care team and looking for customer-focused, organised and solutions-driven Care Partners to join us. You'll be a key point of contact for our clients, managing a high volume of inbound and outbound calls, responding to enquiries, resolving issues and coordinating with families, service providers and internal teams.

This is a fast-paced, people-focused role where great customer service, ownership and problem-solving are essential. You'll manage multiple priorities while ensuring every interaction is handled with empathy, professionalism and care.

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, qualified, 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
- 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.

📌 Customer Service Officer - Care Partner (Melbourne)
🏢 Trilogy Care
📍 Melbourne