Service and Support Partner

Let's Talk About Work That Actually Means Something

If you're great with people, skilled at guiding clients towards great care outcomes, and love solving problems – this could be the opportunity for you.

At Trilogy Care, we help older Australians stay independent and in control of their lives through self-managed care. That means supporting them to make their own choices, their way. We're growing fast, and we're looking for empathetic, curious, and capable people to join our Care team.

This isn't aged care the way it used to be. We're building something better, and we'd love your help.

The Role

We are looking for customer-focused administration professionals to join our Service and Support team. This role is perfect for enthusiastic individuals with a strong commitment to continuous learning and development, who are eager to make a meaningful difference in the aged care sector.

The role assists across all areas of the business and is the first point of contact for consumers, so no two days are ever the same. If you enjoy a dynamic environment that makes a positive impact in the lives of ageing Australians, and know that you have amazing transferable skills, we would love to hear from you All onsite training will be provided and you will be supported with a great team along the way.

What You'll Do

• Be a friendly voice on the phone to answer and direct calls to relevant department and grab those messages when they're not available
• Be a part of our supportive work family to complete activities required for management of their customer portfolios
• Engage in caring and compassionate conversations with our clients and stakeholders, including families, advocates, care coordinators and government agencies via email & phone
• Proactively work in the team to manage the department inbox and forward them to relevant staff
• You will be able to ask questions to your team leader for any difficult enquires that come through such as addressing feedback and complaints
• Ensuring accurate data input and document management on our various IT systems
• Collaborate inter-departments to schedule follow-up meetings

What You'll Bring

• Proven customer service or call centre experience, with the ability to deliver exceptional support and build strong client relationships
• Confident managing high-volume, phone-based interactions with empathy, patience, and professionalism
• Skilled at handling enquiries, resolving issues, and guiding clients through complex conversations
• Strong communicator with an excellent and professional phone manner
• Calm, solutions-focused approach when challenges arise or calls are escalated
• Organised, adaptable, and able to manage competing priorities in a dynamic environment
• Skilled in Microsoft 365, Teams, and CRMs, with the ability to pick up new systems quickly
• Accurate data entry, strong note-taking, and highly developed administrative skills
• Positive, proactive attitude and a collaborative team player
• Able to follow processes while delivering a supportive and client-centred experience

Why Trilogy Care?

• Expansive new King Street office with excellent facilities, close to public transport, cafes, and restaurants
• Vibrant business & team culture with regular social events
• Ongoing training workshops and support from Learning & Development, peers, and managers
• Career progression opportunities across the department
• Salary packaging options to boost your take-home pay
• Access to Fitness Passport to support your 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 care, 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.