Help Us Shape the Future of Aged Care
Trilogy Care is one of Australia’s fastest-growing approved Support at Home (HCP/S@H) providers.
We’re a vibrant, purpose-driven team dedicated to helping people live independently at home for longer. Our work goes beyond requirements - it’s about creating meaningful impact for our clients, their families, and our people. We’re proud to be building a workplace where individuals feel empowered, supported, and valued.
Role Overview
We’re looking for a decisive, compassionate leader who puts quality and fairness first.
At Trilogy Care, we’re transforming aged care through smarter, AI-supported ways of working. We’re building a new Client Remediation function and need a Team Leader to drive high-quality outcomes for older Australians.
What You’ll Do
- Own the end-to-end client remediation process, from intake and triage through to closure and root cause analysis-ensuring every client is contacted within 48 hours and has a dedicated case owner, with accurate records maintained throughout.
- Lead complex investigations, gathering evidence, interviewing stakeholders, and delivering clear, impartial reports with actionable recommendations while managing sensitive matters appropriately.
- Drive cross-functional remediation by assigning actions, holding teams accountable to deadlines, and escalating where needed-ensuring issues are fully resolved and clients are satisfied before closure.
- Lead and support your team through coaching, performance management, and workload planning, creating a balanced, high-performing environment.
- Deliver insights and continuous improvement by reporting on trends, identifying systemic issues, and ensuring recommendations are implemented across the business.
What You'll Deliver:
- A high-performing client remediation function - cases closed within SLA, clients genuinely satisfied with fairness of process, Officers supported.
- Fewer complaints escalating to the Commission because your team’s were resolved well.
- Rigorous, fair investigations that uphold fairness and confidentiality.
- Monthly trend reporting to leadership on root causes identified, systemic issues named, with improvement recommendations tracked through quality governance.
- A team that meets its SLAs, feels supported through emotionally demanding work, and knows what good looks like.
What You’ll Bring
- 3+ years’ experience in complaints, remediation, investigations, or quality operations, with strong investigation skills across evidence gathering, interviewing, and reporting.
- A solid understanding of confidentiality, procedural fairness, and natural justice, paired with the ability to handle sensitive matters with care.
- Proven people leadership experience, including coaching, 1:1s, and performance management.
- Clear, confident communication skills-able to deliver complex or difficult outcomes thoughtfully.
- The ability to influence stakeholders and drive accountability across teams without direct authority.
Why Trilogy Care?
- Modern King Street, Bowen Hills office with excellent facilities, close to public transport, cafes, restaurants and supermarkets
- Vibrant team culture and regular social events
- Opportunities for career mapping and career progression within the company
- Salary packaging (Novated Leasing) to boost your take-home pay
- Access to Fitness Passport to support your health and 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 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.
