Client Success Partner (Customer Service)
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Make a Difference Every Day in Aged Care
Trilogy Care is growing, and we are looking for Client Success Partners to join our high performing service team. This is your opportunity to be part of a fast paced, tech enabled organisation where your work directly supports older Australians to live independently in the home they love. If you thrive in a phone based customer service environment, love solving problems, and take pride in delivering outstanding support, this could be the role for you. You will be joining a supportive, performance focused team where your contribution genuinely matters.
What You'll Do
As a Client Success Partner, you will be a key frontline contact for care recipients, families, service providers and internal teams.
No two days are the same. You will:
* Receive a high volume of inbound and outbound calls and emails with professionalism and empathy
* Act as a trusted point of contact for clients, families and stakeholders
* Coordinate services, appointments and follow ups to ensure seamless care delivery
* Resolve enquiries and operational issues efficiently, escalating where required
* Process service requests and maintain accurate documentation in our CRM systems
* Use Microsoft Office and digital tools to manage communication, track service needs and maintain compliance
* Contribute to continuous improvement by identifying workflow or service enhancements
This role requires confidence on the phone, strong attention to detail and the ability to remain calm and solutions focused in a fast paced environment.
We're Looking For People Who Are
* Experienced in managing high volumes of inbound customer contacts
* Confident handling complex phone and email enquiries
* Empathetic, professional and clear communicators
* Highly organised with strong time management skills
* Detail oriented and comfortable maintaining accurate records and documentation
* Proficient in Microsoft Office including Outlook, Word and Excel
* Team players who collaborate well across departments
* Proactive problem solvers who know when to elevate and when to take ownership
* Experience in aged care, healthcare, disability or community services is highly desirable but not essential.
* Experience using CRM or contact centre systems will also be highly regarded.
Why Trilogy Care?
* Modern 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 healthier employee outcomes. 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.
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