Customer Service – Accounts

Help Us Shape the Future of Aged Care

If you’re great with people, skilled at guiding clients towards great care outcomes, and love solving problems – this could be the opportunity for you.

Trilogy Care is growing fast and we’re looking for empathetic, curious, and capable people to join us on our journey. This is your chance to be part of a rapidly expanding organisation where your work truly makes a difference every day.

Role Overview

As an Accounts Support Partner, you will be the first point of contact for all accounts-related inquiries from our Clients and Service Providers. Every call presents a unique challenge, requiring you to assess the needs of the caller, navigate investigation pathways, and provide resolutions in line with business guidelines and compliance standards.

What You’ll Do

• Handle high-volume inbound calls and enquiries in a structured support environment, ensuring every interaction is timely, professional and client-focused
• Be the first point of contact for clients requiring assistance with invoices, account statements, payments, and reimbursements
• Manage client accounts by identifying discrepancies and resolving billing or payment issues efficiently and accurately
• Deliver outstanding customer service through prompt, clear communication across phone and email
• Build meaningful client relationships by understanding client needs and providing tailored, solution-focused support
• Collaborate with internal teams to resolve complex queries and ensure seamless account management and an exceptional customer experience
• Use multiple systems and CRM platforms while maintaining accuracy, speed and attention to detail

What You’ll Bring

• Recent contact centre experience, confidently handling high-volume inbound calls
• Excellent communication and active listening skills, with a customer-first mindset and positive attitude
• Strong problem-solving ability, using critical thinking to investigate issues and resolve them effectively
• Tech-savvy capability, comfortable using Microsoft Office 365 (especially Excel) and learning new systems quickly
• High attention to detail, ensuring accuracy in financial transactions, billing records and client account management
• Empathy, resilience and adaptability, remaining calm under pressure while supporting older Australians and their families
• A collaborative, team-oriented approach, with a friendly phone manner and ability to build rapport quickly
• Experience with accounting software such as MYOB, QuickBooks or SAP (desirable but not essential)

Why Trilogy Care?

• Expansive new King Street office with excellent facilities, close to public transport, cafes, and restaurants
• Vibrant business & 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 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.

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.