Case Manager

Build relationships. Take ownership. Make an impact.

As one of Australia’s fastest growing approved Support at Home providers, we’re changing the way older Australians experience aged care. By combining personalised support, innovative technology and a fresh approach to service delivery, we’re helping people maintain their independence and choice while living at home.

And here’s the exciting part: you don’t need previous aged care experience. If you’ve worked in customer service, client relationship management, service coordination or a similar environment, we’d love to hear from you.

The Opportunity

This is a people focused, phone based role that combines client relationship management, service coordination and problem solving.

You’ll take ownership of your own client portfolio, developing an understanding of each client’s needs, building strong relationships and helping them navigate their care arrangements.

From coordinating services and resolving enquiries to managing competing priorities and supporting clients through challenging situations, you’ll play an important role in delivering a positive and consistent client experience.

You’ll be supported by a collaborative team, modern systems and ongoing learning opportunities as you develop your knowledge of the aged care industry.

What You’ll Be Doing

• Manage an allocated portfolio of clients, providing consistent and personalised support
• Build and maintain positive relationships with clients, families and service providers
• Coordinate services and respond to changing client needs and priorities
• Manage inbound and outbound calls and emails in a busy, phone based environment
• Take ownership of enquiries, investigate issues and follow through to resolution
• Work closely with internal teams and service providers to ensure coordinated support
• Maintain accurate client records and updates using CRM and Microsoft systems
• Identify concerns and escalate risks appropriately to ensure clients receive timely support

What You’ll Bring

• Experience in customer service, case management, client relationship management or service coordination.
• Confidence managing multiple clients, enquiries or competing priorities
• Strong communication skills and the ability to build rapport with a diverse range of people
• A proactive approach to problem solving and a genuine sense of accountability
• Empathy, patience and resilience when navigating challenging conversations
• Strong organisational skills, attention to detail and confidence using technology
• A willingness to learn, adapt and grow in a fast paced environment

Experience in aged care, healthcare or community services is welcome, but not essential. We value transferable skills and a genuine commitment to delivering excellent client support.

Why Trilogy Care?

• $75,000 + up to $5,000 KPI-based bonus
• Transfer your customer service experience into a meaningful career
• Learn about aged care while developing your professional skills
• Work with AI, automation and innovative technology
• Genuine career progression and development opportunities
• Supportive, collaborative and energetic team environment
• Modern King Street office close to public transport
• Regular team events and celebrations

If you’re ready to take your customer service experience into a role where every conversation can make a difference, we’d love to hear from you.

Please Note

You’ll need full Australian work rights to join our team. As part of our standard recruitment process, we’ll conduct a working rights check, police check and request professional references during onboarding.