Accounts Support Partner (Customer Service)

Let’s Talk About Work That Actually Means Something

If you’re great with people, skilled at guiding clients towards great care outcomes, and love solving problems - this could be the opportunity for you.

At Trilogy Care, we help older Australians stay independent and in control of their lives through self-managed care. That means supporting them to make their own choices, their way. We’re growing fast, and we’re looking for empathetic, curious, and capable people to join our Accounts team.

This isn’t aged care the way it used to be. We’re building something better, and we’d love your help.

Role Overview

As an Accounts Support Partner you will be the first point of contact for all accounts-related inquiries from our Clients 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

How You’ll Make an Impact

• Turn complex accounts enquiries into well-informed and supported resolutions
• Provide reassurance to older Australians regarding the payment of their invoices and reimbursements
• Be part of a team where finance meets frontline care
• Improve the experience of Clients, Providers and internal teams every day

What You’Ll Bring

• Strong problem-solving skills – You think critically and mathematically, investigate issues, and find solutions effectively
• Tech-savvy – You are comfortable using Microsoft Office 365, particularly Excel, and learning new systems
• 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 Trilogy Care?

• Expansive new King Street office with excellent facilities, close to public transport, cafes, and restaurants
• Vibrant business & team culture with regular social events
• Ongoing training workshops and support from Learning & Development, peers, and managers
• Career progression opportunities across the department
• Salary packaging options (novated leasing) to boost your take-home pay
• Access to Fitness Passport to support your wellbeing
• EAP support for you and your immediate family
• Employee discounts on groceries, fuel, utility bills, wellness and more
• Unlock your Potential with Trilogy Care

Behind every hour of care we deliver is a smart, tech-enabled team rethinking how aged care operates. At Trilogy Care, we’re going beyond compliance and coordination - we’re applying AI, automation and operational design to deliver better client experiences and better employee ones. Every staff member has access to generative AI tools, training, and time to experiment - not just the Tech team! Whether you're in care, finance, people & culture, growth, or support, you’ll be part of an industry-first AI movement where we reward ideas that improve care outcomes, safety, efficiency or team wellbeing.

Please Note

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

We appreciate the interest of recruitment agencies but kindly ask that resumes not be submitted unless a prior agreement is in place. Trilogy Care will not accept responsibility for any fees related to unsolicited resumes.