Team Leader – Customer Service

Help Us Shape the Future of Aged Care

Trilogy Care is one of Australia’s fastest-growing approved Support at Home providers. Our innovative self-management model gives older Australians more choice, transparency, and value – so they can spend less on fees and more on the care they need.

We’re a vibrant, purpose-driven team dedicated to helping people live independently at home for longer. It’s not just about numbers – it’s about real impact for our clients and their families and we take pride in building a workplace where people feel empowered, supported, and valued.

The Position

As the Care Team Lead – External Coordination, you will lead and support a team of approximately 10 Care Partners delivering high-quality, person-centred care management services within our growing external coordination function.

This position ensures clients receive high-quality, consistent support while empowering Care Partners to perform at their best. By providing guidance, monitoring performance, and addressing challenges, the Team Leader contributes to operational efficiency, continuous improvement, and a strong, collaborative team environment.

You’ll play a key role in fostering a positive and high-performing team culture, while helping shape and improve the way we deliver services to older Australians.

What You’ll Do

• Lead, coach, and support a high-performing team of Care Partners delivering exceptional contact centre support to Support at Home clients.
• Drive team performance through coaching, development conversations, KPI management, workload oversight, and performance improvement initiatives.
• Oversee the delivery of high-quality, person-centred telephone-based care management services that improve customer outcomes.
• Manage a personal portfolio of Support at Home clients, conducting regular check-in calls and reviewing budgets and service plans to ensure strong client relationships and optimal use of funding.
• Act as the first point of contact for urgent or sensitive client issues
• Use reporting and operational data to identify trends, risks, and opportunities for service improvement.
• Lead continuous improvement initiatives that enhance service quality, team efficiency, and operational performance.
• Contribute to operational strategy through process improvements, workflow optimisation, and action planning.

What You’ll Bring 

• Previous leadership experience in accounts support, finance or customer service.
• Strong analytical, problem-solving and organisational skills.
• Experience managing billing enquiries and account issues.
• Excellent leadership, communication and stakeholder management skills.
• Proficient with Microsoft 365 (especially Excel) and finance systems.
• Experience with MYOB, payroll, awards or aged care is desirable.
• Relevant Accounting, Commerce or Finance qualifications are desirable.

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.