Client Experience Coordinator

Trilogy Care Pty Ltd; Brisbane; Presencial; AUD 65 000 - 85 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fitness Passport

Employee Assistance Program (EAP)

Bi-weekly team lunches

Resumo da oferta

Trilogy Care Pty Ltd in Brisbane is seeking a Client Experience Coordinator to manage client calls, onboarding and service setup, ensuring timely support and accurate records. You will connect clients with service providers and maximise Home Care Package benefits while maintaining strong relationships with families and providers.

The role is on-site at our Bowen Hills office, with a focus on high-quality, KPI-driven service in a fast-paced environment.

Qualificações

• Excellent communication and a client-first approach.
• Strong organisational skills with ability to juggle priorities.
• Calm, confident phone manner with CRM experience.
• Detail-oriented with accurate record keeping and KPI focus.
• Experience in aged care or health services is valued but not essential.

Responsabilidades

• Handle high volume inbound and outbound client calls.
• Support onboarding and service setup for new clients.
• Be a trusted contact for client enquiries and requests.
• Maintain records in CRM and track client progress.
• Match clients with suitable service providers based on needs.
• Encourage service utilisation and maximise Home Care Package benefits.
• Build relationships with clients, families, providers and internal teams.
• Communicate proactively and follow up to ensure a positive experience.

Conhecimentos

Communication

Organisational skills

Phone presence

CRM systems

Attention to detail

Customer service

Ferramentas

CRM systems

Descrição da oferta de emprego

At Trilogy Care, we believe great service starts with meaningful conversations. As a Client Experience Coordinator, you'll play a vital role in helping older Australians navigate their home care journey, ensuring they receive the support and services they need to live independently for longer.

We're looking for passionate people who enjoy connecting with others, solving problems, and delivering exceptional customer experiences. Your experience matters and your next chapter starts here.

What You’ll Be Doing

• Manage a high volume of inbound and outbound client calls
• Support new clients through onboarding and service setup
• Act as a trusted point of contact for client enquiries and service requests
• Use CRM systems to maintain accurate records and track client progress
• Connect clients with suitable service providers based on their individual needs
• Encourage service utilisation and help clients maximise their Home Care Package benefits
• Build strong relationships with clients, families, providers and internal teams
• Contribute to a positive client experience through proactive communication and follow-up

What You Bring

• Excellent communication skills and a genuine client-first approach
• Strong organisational skills with the ability to manage competing priorities
• A confident and calm phone presence
• Experience using CRM systems or similar customer management platforms
• Strong attention to detail and accurate record-keeping skills
• Customer service, coordination, concierge, or client-facing experience highly regarded
• Comfortable working to KPIs, but with quality always front of mind
• Experience in aged care, health, or community services is valued – but not essential

Who This Role Suits

We care more about mindset than resumes. This role suits people who:

• Love helping others and delivering outstanding customer experiences
• Take pride in providing accurate and timely support
• Communicate clearly and confident
• Are coachable and open to feedback
• Thrive in fast-paced, office-based, performance-driven environments

Previous aged care experience is not essential. We value empathy, communication and a willingness to learn.

Why Join Trilogy Care?

• High-energy, collaborative team
• Bi-weekly team lunches and regular celebrations
• Modern King Street office in Bowen Hills
• Monday to Friday schedule - keep your weekends!
• Fitness Passport
• Employee Assistance Program (EAP) for you and your family

Important to Know

• Police check required prior to starting
• This role is fully on-site office-based and performance-focused (not remote or hybrid)

If you are looking for a sales role where consultative conversations, strong earnings and real impact come together, we would love to hear from you.