Help Us Shape the Future of Aged Care
Trilogy Care is one of Australia’s fastest-growing approved Support at Home (HCP/S@H) providers.
We’re a vibrant, purpose-driven team dedicated to helping people live independently at home for longer. Our work goes beyond requirements – it’s about creating meaningful impact for our clients, their families, and our people. We’re proud to be building a workplace where individuals feel empowered, supported, and valued.
Role Overview
As the Team Lead – Internal Care Coordination, you will lead and support a team of 10- 15 Care Coordinators. The Team Leader plays a key role in balancing client care delivery with team leadership. By providing guidance, monitoring performance, and addressing challenges, the Team Leader contributes to operational efficiency, continuous improvement, and a strong, collaborative team environment.
What You’ll Do
- Manage a personal portfolio of up to 75 clients, ensuring high-quality service delivery and ongoing relationship management.
- Conduct client onboarding, regular check-ins, budget reviews, and respond to enquiries in a timely manner.
- Coordinate services, source providers, and support clients to maximise outcomes and funding utilisation.
- Lead, coach, and develop a team of Care Coordinators and Senior Care Coordinators, driving performance, engagement, and professional growth.
- Monitor team KPIs, provide regular feedback, and support workload management and prioritisation.
- Conduct quality assurance audits, analyse performance metrics, and support continuous improvement initiatives to ensure compliance and documentation standards.
- Manage client escalations, complaints, and service delivery issues, providing guidance and support to the team.
- Work collaboratively with leadership to ensure exceptional client experiences and achievement of team objectives.
What you’ll bring
- Minimum 2+ years’ experience in leading and developing teams in a contact centre environment.
- Demonstrated experience leading, coaching, or mentoring team members.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Proven ability to manage multiple priorities and balance caseload with leadership responsibilities.
- Strong problem-solving skills with ability to handle escalations and complaints effectively
- Proficiency using case management, CRM, and reporting systems.
- Experience in care coordination, community services, aged care or NDIS support services (highly desirable).
Why Trilogy Care?
- Modern 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 (Novated Leasing) 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
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.
