Senior Client Success & Onboarding Lead

Trilogy Care Pty Ltd; Brisbane; On-site; AUD 80,000 - 85,000; Full time

Benefits offered by this job

Base salary AU$80k–AU$85k per year

Performance bonus up to AU$15,000

Superannuation

Employee Assistance Program

Leadership exposure

Job summary

Trilogy Care Pty Ltd in Brisbane is seeking a Senior Client Success Officer to join our Client Success team on a full-time, on-site basis, reporting to the Client Success Team Leader. You will ensure client-side users are set up for success on the platform and drive job fulfilment with high-volume, KPI-driven targets.

You'll lead by example, coach teammates, and collaborate with Compliance and Accounts to resolve issues, while managing a growing portfolio of client jobs and providing proactive

Qualifications

• Strong interpersonal and communication skills.
• Experience coaching or mentoring colleagues.
• Advanced problem-solving and decision-making skills.
• 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.

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 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.

Skills

Interpersonal skills

Coaching/Mentoring

Problem-solving

Attention to detail

Digital tools aptitude

Organisational skills

Team collaboration

Customer-focused

Priority management

Platform knowledge

Resilience

Job description

Trilogy Care Pty Ltd in Brisbane is seeking a Senior Client Success Officer to join our Client Success team on a full-time, on-site basis, reporting to the Client Success Team Leader. You will ensure client-side users are set up for success on the platform and drive job fulfilment with high-volume, KPI-driven targets.

You'll lead by example, coach teammates, and collaborate with Compliance and Accounts to resolve issues, while managing a growing portfolio of client jobs and providing proactive