Help Us Shape the Future of Aged Care 

Trilogy Care is Australia’s fastest growing home health and aged care organisation, rethinking how care is delivered. As a Support at Home provider, we help thousands of Australians live independently in their homes with care that is responsive, human and held to the highest standards. We’re also one of the most technology-forward providers in the sector, using AI, automation and modern operational design to take friction out of care delivery. 

As we scale rapidly, we are investing heavily in our care operations. This role sits at the heart of that ambition. 

The Position 

As the Care Team Lead, you will lead and support a team of Care Partners delivering high-quality, person-centred care management services. 

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. 

Why Trilogy Care 

• Australia’s fastest growing health and aged care provider with a clear direction 
• Genuine career progression as we grow, with leadership pathways for people who deliver 
• Ongoing learning and development, including coaching, training and support to build your capability 
• Access to leading AI tools, plus the training and time to use them properly 
• A leadership team that values clarity, accountability and outcomes 
• Hybrid working arrangements 
• Vibrant team culture and regular social events, with the chance to help shape the culture as we grow 
• EAP support for you and your immediate family 

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.