We're looking for a compassionate problem-solver who puts clients first and holds the organisation to account.
At Trilogy Care, we're changing aged care for good - not with more paperwork, but with smarter, faster, AI-supported ways of working that put clients and the people who care for them first. We're building a brand-new Client Remediation function, and looking for people who care deeply about fairness, do the right thing when no one's watching, and hold themselves to a high standard in everything they do.
The opportunity
As a Client Remediation Officer, you'll own remediations from Support at Home clients and their supporters from intake to closure. You won't just log them; you'll act as the single point of contact, build a remediation plan, coordinate the people across Trilogy Care who need to act, and confirm the client is satisfied before the case is closed.
This is a new function, which means you'll help shape the way it works from day one.
What you'll deliver
- Timely, fair resolution of every case with discovery calls inside 48 hours and closure within SLA.
- Remediation plans that other departments actually execute on. Not paperwork, real action.
- Confidence for clients and their families that their concerns were heard and resolved with care.
- Trend insights that feed into genuine organisational improvement.
What you'll do
Case ownership
- Own assigned cases end-to-end: intake and triage, discovery call with the complainant within 48 hours, remediation plan, action tracking, closure.
- Introduce yourself as the client's point of contact for the duration of their case, and keep them informed on progress.
- Maintain the remediation register to ensure it is accurate, current, audit-ready at all times.
Investigation & remediation
- Gather evidence, interview parties, document findings, and build a clear remediation plan with specific actions, owners, and deadlines.
- Coordinate with other teams to see every action through to completion with evidence.
Confidentiality & fairness
- Handle all cases with strict confidentiality and impartiality.
- Identify and escalate conflicts of interest; treat all parties with professionalism and respect.
Continuous improvement
- Contribute to root cause analysis on substantiated complaints.
- Spot trends and patterns; feed insights into the team's monthly reporting.
- Suggest the process and policy changes that would stop complaints recurring.
What you'll bring
Must-have
- Experience in complaints handling, customer service, case management, or a similar role where you've owned difficult cases.
- Strong empathetic communication skills - written and verbal.
- Confidence coordinating action across teams and holding people to deadlines without burning bridges.
- Ability to maintain confidentiality and impartiality in sensitive situations.
- Excellent attention to detail and accurate, defensible documentation.
- Composure and professionalism when handling emotionally charged conversations.
Nice-to-have
- Experience in aged care, disability, or health services - especially Support at Home or similar home-care programs.
- Working knowledge of the aged care regulatory landscape.
Why Trilogy Care?
- Expansive new King Street office close to transport, cafes and amenities
- Vibrant culture and regular social events
- Career mapping and progression opportunities
- Salary packaging to boost your take-home pay
- Fitness Passport, and EAP for you and your immediate family
- Employee discounts (groceries, fuel, utilities, wellness and more)
If you hold yourself to a high standard, care about doing right by people, and want to make a tangible difference in aged care - we'd love to hear from you.
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.
