Client Experience Coordinator

Help Us Shape the Future of Aged Care

At Trilogy Care, we're looking for people who combine empathy with energy to create real impact for older Australians. As part of our Client Experience team, you'll play a key role in enhancing the client journey - making sure every client feels supported, connected, and empowered.

This isn't a frontline care role. Instead, you'll be the trusted guide who connects clients with the right services, helps them build confidence and independence, and ensures they get the most out of their care package.

Alongside improving wellbeing outcomes, you'll also support the growth of Trilogy Care by promoting the benefits of ongoing care coordination and other value-added services. Using CRM systems and a directory of trusted providers, you'll manage client interactions, strengthen service networks, and contribute to the long-term success of both our clients and our organisation.

What You'll Do

• Client Management & Connection - Manage client interactions via CRM, connect them with trusted providers, and support confidence and independence in their care journey.
• Driving Package Utilisation - Monitor service uptake, engage clients with under-utilised packages, and build strong support networks that encourage consistent use.
• Upsell & Growth - Promote ongoing care coordination and value-added services, communicate benefits clearly, and align with Sales team growth targets.
• Service Network Development - Maintain a quality provider directory, foster provider relationships, and act as a feedback channel to enhance services.
• Collaboration & Reporting - Work closely with internal teams, provide accurate reporting, and contribute ideas to continuously improve client experience.

What You'll Bring

• Proven ability to build rapport and trust with clients
• Demonstrated success in achieving KPIs and performance targets in client-facing or service-oriented roles.
• Experience using CRM systems to manage client relationships or sales
• Strong communication skills, with the confidence to explain and promote services
• Organised, proactive, and skilled at building local networks
• Commercial mindset with a focus on achieving positive outcomes
• Understanding of community or aged care services (preferred, not essential)

Why Join Trilogy?

• 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 (novated leasing) 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.