About Trilogy Care

Trilogy Care is Australia’s fastest-growing provider of the Federal Government’s Home Care Package (HCP) program. Our self-management model, rooted in the principles of choice, excellence, and integrity, aims to deliver more value and independence to our care recipients. We are passionate about empowering older Australians to remain in their own homes by offering flexible, personalised care that aligns with their lifestyle choices. As a team member, you will be part of a workplace that fosters innovation, ownership, and professional development. We strive to create a collaborative environment where our employees are valued, respected, and equipped to deliver exceptional care.

About the Role

Are you passionate about customer service, problem-solving, and building strong client relationships? Trilogy Care is looking for a detail-oriented Customer Service – Accounts Resolution Officer to join our team and make a real impact! In this phone-based role, you will be the first point of contact for all accounts-related inquiries from our Care Recipients 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.

This role is perfect for someone who thrives in a fast-paced, detail-driven environment, enjoys problem-solving, and is passionate about making a difference in people's experiences.

What You’ll Do

• Manage client accounts – Identify discrepancies and resolve billing or payment issues

• Be the first point of contact – Assist clients with inquiries about invoices, account statements, and payments

• Deliver outstanding customer service – Respond promptly and professionally to emails and phone calls

• Build meaningful client relationships – Understand client needs to provide tailored solutions

• Collaborate with internal teams – Work closely with internal departments to ensure seamless account management and customer experience

What We’re Looking For

• Tech-savvy – You are comfortable using Microsoft Office 365, particularly Excel, and learning new systems

• Strong problem-solving skills – You think critically and mathematically, investigate issues, and find solutions effectively

• Attention to detail – You have a keen eye for accuracy in financial transactions and record-keeping

• Empathetic and caring approach – You understand the challenges of our clients and respond with patience and kindness

• Resilience and adaptability – You remain calm under pressure and can adjust to changing priorities

• Team-oriented mindset – You take pride in contributing to a positive and supportive team environment

• Engaging and friendly phone manner – You enjoy interacting with people and building rapport quickly

• Experience with accounting software (desirable) – Familiarity with MYOB, QuickBooks, or SAP is a plus but not essential

Why Join Trilogy Care?

• Expansive King Street office with excellent facilities, close to multiple transport options, cafes, restaurants and supermarkets.

• Enjoy a vibrant team culture and active social events calendar.

• Opportunities for career mapping within your role and career progression within the company

• Salary packaging benefits that increase your take home pay

• EAP support for you and your immediate family members

• Discounts available to employees to assist with general costs of living such as your morning coffee, groceries and wellness

Unlock Your Potential with Trilogy Care

Join a purpose-driven team and contribute to a legacy that values Choice, Excellence, Integrity, Ownership, Innovation, and Wellbeing. This is a fantastic opportunity to make a meaningful impact in a fast-growing organisation while furthering your professional development. Apply now!