Client Retention Officer

Help Us Shape the Future of Aged Care

We're seeking people who lead with both empathy and confidence. If you're driven, persuasive, and thrive on turning conversations into positive outcomes, this is your chance to help older Australians feel supported and stay connected to the care they need.

Our Sales & Retention team is growing, and we're looking for professionals who can listen deeply, problem-solve quickly, and guide clients through challenges with trust and reassurance. This role isn't about selling care packages from scratch - it's about keeping the door open, ensuring every client feels valued and supported.

Why Now?

With aged care demand growing, we're investing in a team dedicated to client success and retention. You'll have the chance to:

• Proactively connect with clients to check satisfaction and offer solutions
• Support clients seeking to exit by connecting them with solutions within our offering that improves their experience
• Inform Trilogy Care's Management Team of trends and insights to improve our overall offering and client satisfaction
• Protect and strengthen long-term client relationships that matter most

It's an exciting time to join - you'll be at the front line of shaping client experience while helping us grow sustainably.

What You'll Do

• Proactively engage with clients to understand needs and build trust
• Deliver tailored retention stratergies to reduce client terminations
• Act as the first point of contact to resolve concerns and challenges with empathy
• Help clients maximise their Home Care Package benefits
• Work closely with care, sales, and operations teams for seamless support
• Use AI and digital tools to improve response times, insights, and workflows
• Track and record client interactions in the CRM, sharing insights to improve outcomes

What You'll Bring

• Proven experience in client success, account management, or customer retention
• Confident communicator with strong listening and relationship-building skills
• Ability to balance empathy with persuasive problem-solving
• A proactive approach to client outreach and engagement
• CRM experience and comfort working with metrics and retention goals
• Willingness to adopt and experiment with AI tools to enhance efficiency and outcomes
• Knowledge of aged care or Home Care Packages (valued, but not essential)

Why Join Trilogy?

• Unlimited earning potential with no cap on commissions
• Expansive 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.