- Location
- Brisbane, Australia
- Sector
- Call Centre & Customer Service
- Salary
- $80,000.00 to $85,000.00 per annum
About Trilogy Care
Trilogy Care Pty Ltd is one of Australia's fastest-growing home care providers, supporting older Australians to live independently at home. Our flexible, self-managed model gives clients more choice and control over their care, and we're a purpose-driven team that's always looking for better ways to deliver it.
About the Role
Trilogy Care is seeking a Senior Client Success Officer to join our Client Success team in Brisbane on a full-time, on-site basis, reporting to the Client Success Team Leader.
As a Senior Client Success Officer at Trilogy Care, you'll ensure our client-side users (coordinators, authorised representatives and individual clients) are set up for success on the platform: posting jobs, engaging suitable workers, and navigating it with confidence. Your primary responsibility is job fulfilment: making sure every job posted results in a suitable worker being engaged, by performing targeted recruitment for the roles required. You'll also provide technical support as needed, guiding and supporting users through the platform, resolving blockers and answering inbound queries. The role is high-volume and phone-led (50–80 calls/day) to hit fulfilment KPIs.
In addition to managing your own portfolio, you'll act as a trusted subject matter expert (SME) for the Client Success team. You'll support the Client Success Team Leader by assisting with the coaching and onboarding of new team members, sharing best practice, providing guidance on complex enquiries and leading by example through consistently high performance. You'll also contribute to continuous improvement initiatives, strengthen team capability and support the achievement of team KPIs.
Key Responsibilities
- Drive job fulfilment by ensuring jobs are matched with suitable workers in a timely manner.
- Conduct targeted outbound recruitment and high-volume phone outreach to source and engage workers for specific jobs.
- Interview, contact and discuss applicants for particular roles, either in person, online or by telephone.
- Support coordinators, authorised representatives and individual clients through onboarding, ensuring they can confidently use our platform.
- Provide prompt, professional technical support and resolve platform enquiries via phone, email and chat.
- Monitor active job postings and proactively follow up with clients and workers to remove barriers to successful job fulfilment.
- Liaise with the Provider Success team to coordinate worker onboarding and availability where required.
- Work collaboratively with Compliance and Accounts teams to resolve operational issues and deliver a seamless client experience.
- Maintain accurate client records, interactions and job updates within company systems.
- Identify opportunities to improve client engagement, platform adoption and customer satisfaction.
- Act as a subject matter expert (SME) for our platform, providing guidance and support to team members on complex enquiries and job fulfilment strategies.
- Support the team leader with coaching, mentoring and supporting new and existing Client Success Officers, sharing best practice and contributing to their development and confidence.
- Lead by example in achieving job fulfilment, consistently managing a larger and more complex portfolio of client jobs.
- Provide escalation support for complex client, worker and platform issues that cannot be resolved through standard processes.
- Identify process improvement opportunities and provide feedback to the Client Success Team Leader to improve team performance and client outcomes.
Skills and Qualifications
- Strong interpersonal and communication skills, with the ability to build rapport and trust.
- Demonstrated experience in coaching, mentoring or supporting the development of colleagues.
- Advanced problem-solving and decision-making skills, with the ability to manage complex client scenarios and escalations.
- High attention to detail and accuracy in all tasks.
- Confidence in using digital tools and learning new systems quickly.
- Strong organisational skills and the ability to prioritise effectively.
- Collaborative team player who can also work independently.
- Customer-focused attitude with a commitment to delivering excellent service.
- Proven ability to manage competing priorities in a fast-paced, KPI-driven environment.
- Strong knowledge of our platform, products and processes, or the ability to quickly develop subject matter expertise.
- Resilience and the ability to remain calm and professional when managing challenging conversations.
- Experience coaching or mentoring colleagues is highly regarded.
What's on offer
- Full-time position: $80,000 – $85,000 base salary per annum + superannuation + up to $15,000 performance bonus
- A senior role with clear coaching and leadership exposure
- Meaningful work that helps people get the care they need at home
- Access to our Employee Assistance Program
Sound like you?
Send through your CV and a short cover letter telling us a little about yourself and why you’re interested in the role.
You’ll need full Australian working rights and a current police check, or be willing to obtain one.