Team Lead - Customer Service

Help Shape the Future of Aged Care

At Trilogy Care, we believe aged care should give people more choice, more control, and more value. We’re one of Australia’s fastest growing approved Support at Home providers, helping older Australians stay independent at home for longer through a self-managed, person-centred approach.

As we continue to grow, we’re looking for a Care Team Lead, Self Managed to help lead the people behind that experience. This is an opportunity to step into a leadership role where you’ll make a genuine difference, supporting a team of Care Partners, building capability, improving the way we work, and ensuring our clients receive the high quality support they deserve.

The Role

As Care Team Lead, Self Managed, you’ll lead a team of approximately 10 Care Partners responsible for supporting our growing portfolio of self managed Support at Home clients.

You’ll be a hands on leader who combines people leadership, client experience and operational thinking. You’ll coach and develop your team, drive performance, help resolve complex client matters and identify better ways of working.

You’ll also manage your own portfolio of clients, giving you the opportunity to stay connected to the customer experience and understand firsthand what your team and clients need.

Most importantly, you’ll help create an environment where people know what good looks like, feel supported to achieve it, and have the confidence to keep improving.

What You’ll Do

• Lead, coach and develop a team of approximately 10 Care Partners, creating a supportive and high performing team culture.
• Set clear expectations and drive performance through regular coaching, feedback, development conversations and KPI management.
• Support your team to deliver consistent, high quality and person centred care management services.
• Manage your own portfolio of Support at Home clients, including regular check ins and reviews of budgets and service plans.
• Step in as an escalation point for complex, urgent or sensitive client matters and support your team to navigate challenging conversations.
• Monitor team and operational data to identify trends, risks, performance opportunities and areas for improvement.
• Lead and contribute to continuous improvement initiatives that make the client and employee experience better.
• Identify opportunities to improve workflows, processes and ways of working across the Self Managed function.
• Work closely with internal teams to resolve issues and support the smooth delivery of services.
• Help shape the ongoing growth and development of our Self Managed model.

What You’ll Bring

• 2+ years’ experience leading and developing teams, ideally within a contact centre or high volume customer environment.
• A proven ability to coach, motivate and develop people while managing performance and accountability.
• Strong communication and interpersonal skills, with a genuine focus on client experience.
• The ability to confidently manage competing priorities in a fast paced and changing environment.
• Strong judgement, problem solving and conflict resolution skills, particularly when dealing with complex or sensitive situations.
• Confidence using CRM, care management, reporting and other digital systems.
• A practical, solutions focused approach and an interest in continuous improvement.
• Experience in aged care, healthcare, community services or care coordination is highly regarded, but not essential.
• Knowledge of the Support at Home program, aged care legislation or a relevant health or community services qualification is desirable, with full training provided.

Why Trilogy Care?

We’re not just changing the way aged care is delivered. We’re changing the way people work in aged care too. Technology is a big part of that.

At Trilogy Care, our teams use AI, automation and smart technology to simplify processes, solve problems and create better experiences for our clients and our people. Everyone has access to generative AI tools and training, not just our technology teams.

We actively encourage our people to experiment, share ideas and find smarter ways to work, whether that means improving a client experience, making a process more efficient, strengthening safety or simply making everyday work easier.

You’ll join a growing organisation where your ideas can genuinely influence how we operate.

Ready to Make a Difference?

If you’re an experienced people leader who loves developing others, improving the way things work and making a meaningful difference for clients, we’d love to hear from you.

Please Note

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

We appreciate the interest of recruitment agencies, however please do not submit resumes unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes.