Help Us Shape the Future of Aged Care

You’re confident on the phone, comfortable with complexity, and known for your sound judgement. You enjoy thinking critically, having meaningful conversations, and supporting people through moments that don’t always have a clear-cut answer.

If that sounds like you, this could be your next move.

Trilogy Care is growing rapidly, and we’re looking for empathetic, capable people to join our Care team as Care Partners. We’re hiring multiple roles, offering you the opportunity to use your customer service or call centre experience in a relationship-based case management role where every interaction genuinely improves the lives of older Australians and their families.

About the Role

As a Care Partner, you’ll manage a dedicated portfolio of older Australians accessing Support at Home funding.

You’ll be their primary point of contact, building trusted, long-term relationships and supporting them to navigate their care with clarity and confidence. Our clients value human connection and prefer to speak on the phone, so strong communication skills and emotional intelligence are essential.

While this role involves regular phone conversations, it is not a call centre position. You’ll have ownership of your client portfolio and the autonomy to manage cases thoughtfully, with the backing of a highly supportive team.

As Support at Home legislation continues to be introduced and refined, you’ll need to feel comfortable navigating evolving guidelines and occasional grey areas. You won’t be doing this alone – peer collaboration, clinical expertise, and leadership support are embedded into how we work, ensuring decisions are well-considered, compliant, and client-focused.

Every day brings variety. You’ll assess changing needs, manage risk, resolve concerns, and guide clients through care pathways – balancing funding rules, care standards, and real-world human needs.

What You’ll Do

• Handle high-volume calls and enquiries in a structured, fast-paced support environment
• Be the first point of contact for clients, families, and providers seeking guidance on Home Care Packages and care services
• Manage a portfolio of client enquiries by assessing needs, identifying risks, and guiding appropriate care pathways
• Deliver outstanding customer service through clear, timely, and empathetic communication across phone and email
• Build trusted client relationships by understanding individual goals and providing practical, solution-focused support
• Collaborate with internal teams and external providers to resolve complex care-related queries and ensure positive client outcomes
• Use multiple systems and CRM platforms while maintaining accuracy, efficiency, and attention to detail

What You’ll Bring

• Experience in customer service or contact centre environments, with confidence managing frequent and often complex phone conversations
• Exceptional communication and active listening skills, with a genuinely client-centred approach
• Strong problem-solving ability, applying sound judgement and critical thinking to navigate complex, sensitive, or evolving situations
• Comfort working in environments with changing legislation or guidelines, including the ability to thoughtfully navigate grey areas with peer and leadership support
• High level of tech confidence, including Microsoft Office 365 and the ability to learn new systems quickly
• Strong attention to detail, ensuring accurate documentation, care records, and timely follow-up
• Empathy, emotional intelligence, and resilience when supporting older Australians and their families
• A collaborative, team-oriented mindset, paired with a professional, warm, and confident phone manner
• Experience in aged care, health, disability, or care coordination (desirable but not essential)
• Mandarin language skills would be highly valued, helping us better support our diverse client community.

Why Trilogy Care?

• $84,000 package (inclusive of superannuation) + up to $5,000 KPI-based bonus
• Expansive new King Street office with excellent facilities, close to public transport, cafes, and restaurants
• Vibrant business and team culture with regular social events
• Ongoing training workshops and support from Learning & Development, peers, and managers
• 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 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 time to experiment – not just the Tech team.

Please note

To join our team, you’ll need full Australian work rights. As part of our standard recruitment process, we’ll 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.

• Handle high-volume calls and enquiries in a structured, fast-paced support environment
• Be the first point of contact for clients, families, and providers seeking guidance on Home Care Packages and care services
• Manage a portfolio of client enquiries by assessing needs, identifying risks, and guiding appropriate care pathways
• Deliver outstanding customer service through clear, timely, and empathetic communication across phone and email
• Build trusted client relationships by understanding individual goals and providing practical, solution-focused support
• Collaborate with internal teams and external providers to resolve complex care-related queries and ensure positive client outcomes
• Use multiple systems and CRM platforms while maintaining accuracy, efficiency, and attention to detail

• Experience in customer service or contact centre environments, with confidence managing frequent and often complex phone conversations
• Exceptional communication and active listening skills, with a genuinely client-centred approach
• Strong problem-solving ability, applying sound judgement and critical thinking to navigate complex, sensitive, or evolving situations
• Comfort working in environments with changing legislation or guidelines, including the ability to thoughtfully navigate grey areas with peer and leadership support
• High level of tech confidence, including Microsoft Office 365 and the ability to learn new systems quickly
• Strong attention to detail, ensuring accurate documentation, care records, and timely follow-up
• Empathy, emotional intelligence, and resilience when supporting older Australians and their families
• A collaborative, team-oriented mindset, paired with a professional, warm, and confident phone manner

• Experience in aged care, health, disability, or care coordination (desirable but not essential)
• Mandarin language skills would be highly valued, helping us better support our diverse client community.