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, 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 cutting-edge 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 Pty
📍 Melbourne