Lead Performance. Elevate Experience. Shape the Future of Aged Care.
Trilogy Care is growing fast, and we are looking for an exceptional Workplace & Client Success Manager to join our leadership team. This is a rare opportunity to step into a senior operational role that blends people leadership, service excellence, facilities management and workplace safety. You will play a critical role in shaping both our internal workplace environment and the experience our clients receive every single day. If you are a commercially minded leader who thrives on accountability, performance, and continuous improvement and you want to make a difference in aged care we would love to hear from you.
What You'll Do
Client Success Leadership
•Setting clear performance expectations linked to SLAs, KPIs and client satisfaction
•Monitoring call volumes, response times, quality and documentation standards
•Coaching and developing team members to perform at their best
•Managing performance with clarity and accountability
•Acting as the senior escalation point for complex client matters
•Improving workflows, systems and service delivery
Workplace and Facilities Management
•Leading facilities coordination and contractor management
•Liaising with landlords, building management and external vendors
•Overseeing maintenance, essential services and office projects
•Managing budgets, forecasting and cost control
•Supporting office moves, refurbishments and growth initiatives
Work Health and Safety Leadership
•Ensure compliance with Queensland WHS legislation
•Oversee risk management, incident reporting and corrective actions
•Lead emergency planning and safety programs
•Build and embed a proactive safety culture across the organisation
We're Looking For Someone Who Is
•An experienced leader in high volume, phone based customer service or contact centre environments
•Proven in leading teams to achieve measurable KPIs and quality standards
•Experienced in facilities management within a commercial office setting
•Highly knowledgeable in Queensland WHS legislation and compliance frameworks
•Financially astute with budgeting and vendor management experience
•Calm under pressure and confident handling escalations
•A strong communicator who can influence across all levels of an organisation
•Equally comfortable in strategy discussions and hands on operational problem solving
Desirable experience includes formal WHS qualifications, leadership certifications, tertiary business qualifications, and exposure to healthcare or aged care environments.
Why Trilogy Care?
•Expansive King Street office in Bowen Hills, close to transport, cafes and amenities
•Salary packaging benefits to increase your take home pay
•Fitness passport
•Competitive salary aligned to experience
•EAP support for you and your immediate family
•A leadership role with genuine autonomy and impact
•The opportunity to shape both workplace culture and client experience
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 are applying AI, automation and operational design to deliver better client experiences and better employee ones. Every team member has access to generative AI tools, training and dedicated time to experiment – not just our Tech teams.
Please Note
To join our team, you must have Australian work rights. As part of our recruitment process, we will 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.