Complaints Officer

Help Us Shape the Future of Aged Care

Trilogy Care is one of Australia's fastest-growing approved Home Care Package providers. Our innovative self-management model gives older Australians more choice, transparency, and value – so they can spend less on fees and more on the care they need.

We're a vibrant, purpose-driven team dedicated to helping people live independently at home for longer. It's not just about compliance – it's about making a real difference for our clients, their families, and our people. We're proud to be building a workplace where individuals feel empowered, supported, and valued.

About the Role

We're seeking a proactive Quality and Complaints Officer to join our Quality & Operations team. You'll play a vital role in safeguarding service quality, managing regulatory complaints, and supporting Serious Incident Response Scheme (SIRS) reporting.

This role combines governance oversight, complaints resolution, and quality assurance with opportunities to improve processes and adopt new technology. It's ideal for someone detail-oriented, collaborative, and passionate about continuous improvement in aged care.

What You'll Do

• Support the management of commission complaints and internal escalations, ensuring timely, compliant outcomes
• Assist with Serious Incident Response Scheme (SIRS) reporting through accurate documentation and submission
• Provide quality assurance oversight across incident reporting, complaints handling, and compliance management
• Contribute to governance processes including escalation pathways, reporting protocols, and compliance checks
• Identify opportunities to streamline workflows, strengthen compliance practices, and drive continuous improvement
• Collaborate with cross-functional teams to deliver quality outcomes and service enhancements
• Help implement technology and AI tools to improve incident tracking, reporting accuracy, and efficiency
• Analyse complaint and incident data to identify trends and inform decision-making

What You'll Bring

• Strong governance and quality assurance skills, with a focus on compliance, risk management, and process improvement
• An efficiency mindset, able to identify opportunities to streamline workflows and drive better outcomes
• Excellent collaboration and communication skills to engage confidently and professionally with teams, stakeholders, and regulators
• Strong complaints handling experience, with the ability to manage complex and sensitive matters professionally.
• Advanced Excel proficiency (pivot tables, formulas, reporting) to support data analysis and compliance tracking
• High attention to detail, strong time management, and the ability to juggle competing priorities in a fast-paced environment while maintaining accurate documentation and thorough record-keeping.
• Experience in aged care operations (home care desirable) and an understanding of SIRS and regulatory requirements (advantageous)
• Familiarity with AI tools or platforms to enhance reporting, accuracy, and efficiency

Why Trilogy Care?

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

Unlock your Potential with Trilogy Care

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.

Please note

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.

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.