Care Coordinator (Customer Service)

Let’s talk about work that actually matters

If you’re someone who’s great with people, loves solving problems, and wants to be part of something meaningful, this might be your next career move.

At Trilogy Care, we’re changing how aged care works in Australia. Our self-managed care model empowers older Australians to stay in control of their care and live independently with us by their side, not in the driver’s seat. We’re growing quickly and looking for smart, compassionate people who care deeply about people.

The Role

As a Care Coordinator, you’ll be the go-to person for around 100 clients in our Self-Managed Plus (SM+) program. Your role will be to guide them, support them, and coordinate services that suit their lifestyle and needs. You’ll build real relationships, work with purpose, and help people stay independent at home, all from our bright and buzzing King Street office.

What You'll Do

Engage with clients– You’ll spend much of your time talking with clients (primarily over the phone) to understand what’s important to them, their goals, and how they’d like their services delivered.

Design tailored support plans– Working closely with each client, you’ll help them put together the right mix of services, such as personal care, cleaning, and allied health, ensuring their plan reflects their lifestyle and preferences.

Help Clients manage their budgets– You’ll support clients to manage their budgets effectively and with confidence. Don’t worry if you haven’t done this before - we’ll provide full training and support.

Collaborate with others– You’ll coordinate with our internal teams as well as external subcontracted providers to make sure everything runs smoothly and clients get the care they need.

Checking in regularly– Every month, you’ll connect with clients to see how things are going, making adjustments where needed so their services continue to meet their needs.

Keeping everything on track– You’ll maintain accurate notes and records of your work to ensure we deliver consistent, high-quality support and stay compliant with requirements.

What You'll Bring

• Customer service or call centre experience (case management, client support, or account management highly regarded)

• Confidence managing fast-paced, phone-based interactions with empathy, professionalism, and influence

• Strong communication skills, including the ability to educate and guide clients through complex conversations

• A proactive approach to uncovering opportunities that help clients make the most of their care package

• Calm, solutions-focused mindset when challenges arise

• Comfortable using multiple systems, including Microsoft 365 and CRMs, with the ability to quickly learn and adapt to new technology and digital tools

• Organised, adaptable, and able to manage competing priorities in a dynamic environment

Why Trilogy Care?

• Annual Salary of $65,000 + Superannuation & performance bonuses of up to $10,000 annually!

• 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

This is more than just a job, it’s your chance to help people live life on their own terms.

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 care, 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.

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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.