Job Description
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Help us shape the future of age care!!
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Trilogy Care is one of Australia's fastest-growing approved Support at Home (HCP/ ) providers, empowering older Australians to stay in their own homes for longer through technology-enabled, person-centred care.
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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.
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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.
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What You'll Do
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Handle high-volume calls
and enquiries in a structured, fast-paced support environment
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Be the first point of contact
for clients, families, and providers seeking guidance on Home Care Packages and care services
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Manage a portfolio of client enquiries
by assessing needs, identifying risks, and guiding appropriate care pathways
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Deliver outstanding customer service
through clear, timely, and empathetic communication across phone and email, while meeting service levels and KPI targets.
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Build trusted client relationships
by understanding individual goals and providing practical, solution-focused support
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Collaborate
with internal teams and external providers to resolve complex care-related queries and ensure positive client outcomes
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What You'll Bring
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Experience in a customer service or contact centre environment, confidently managing high-volume phone conversations while achieving KPIs and delivering exceptional customer service.
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Exceptional communication and active listening skills, with a genuinely client-centred approach
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Strong problem-solving ability, applying sound judgement and critical thinking to navigate complex, sensitive, or evolving situations
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High level of tech confidence, including CRM, Microsoft Office 365 and the ability to learn recent systems quickly
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Strong attention to detail, with the ability to maintain accurate documentation and follow-up.
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A warm, professional, and resilient approach, with the empathy and emotional intelligence to support older Australians and their families.
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Experience in aged care, health, disability, or care coordination (desirable but not essential)
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Why Trilogy Care?
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$84,000 package (inclusive of superannuation) + up to $5,000 KPI-based bonus
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Work smarter with AI, automation, and innovative technology that reduces admin and helps you focus on what matters – supporting clients
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Build your career with a fast-growing organisation offering genuine progression and development opportunities
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Join a purpose-driven team transforming the future of aged care
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Enjoy a vibrant, supportive culture with regular team events and celebrations
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EAP support for you and your immediate family
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Please note
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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 (Victoria)
🏢 Trilogy Care Pty
📍 Victoria