About Trilogy Care Trilogy Care is Australia’s fastest-growing provider of the Federal Government’s Home Care Package (HCP) program. Our innovative self-management model rooted in the principles of choice and excellence aims to deliver greater choice and value to our care recipients. This ensures they spend less on management fees and more on long-term care services that truly reflect their individual needs. As a vibrant and dynamic organisation, we are dedicated to supporting older Australians to remain in their own homes, embodying our commitment to wellbeing and integrity. We believe our work is about making a meaningful impact on the lives of our care recipients and their families, whilst also fostering ownership amongst our team members. At Trilogy Care, we take immense pride in creating a progressive and fulfilling workplace for our dedicated employees, championing innovation and ensuring a supportive, rewarding environment where everyone can thrive. About the Role Trilogy Care are seeking a Customer Accounts Officer with strong attention to detail and a focus on customer service. In this role, you’ll be responsible for managing client accounts, resolving billing inquiries, and maintaining client satisfaction. The ideal candidate will have excellent communication skills, be highly organised, and work effectively with internal teams to resolve any account-related issues. This is a great opportunity for someone who values accuracy, consistency, and client relationships. Job Description • Monitor account activity to spot discrepancies and quickly resolve billing or payment issues. • Act as the main point of contact for all client inquiries, requests, and concerns. • Respond to client emails, phone calls, and messages promptly and professionally. • Address client questions about billing, invoices, and account statements with clarity and precision. • Build and maintain strong relationships with clients through regular, personalized communication. • Proactively engage with clients to understand their needs and challenges, providing tailored solutions and support. • Resolve client issues with empathy and ensure a high level of customer satisfaction. • Work closely with internal teams to address client concerns, escalate complex issues, and ensure timely resolutions. Skills and Attributes • Demonstrated experience in accounts administration, customer service, or a similar field. • Strong verbal and written communication skills, with the ability to engage effectively with clients and internal teams. • Excellent organisational skills and attention to detail, with the capability to manage multiple tasks and priorities. • Proficiency in MS Office, especially Excel, and experience using accounting software such as QuickBooks or SAP. • Ability to work independently and collaborate in a fast-paced environment. Trilogy Benefits • New and expansive King Street office with excellent facilities, close to multiple transport options, cafes, restaurants and supermarkets. • Enjoy a vibrant team culture and active social events calendar. • Opportunities for career mapping within your role and career progression within the company • Total support from your managers and accessible services that will help you thrive in both your work and personal life • EAP support for you and your immediate family members • Discounts available to employees to assist with general costs of living such as groceries, fuel, bills, active and wellness Mandatory Requirements • Current federal police clearance (issued within the last 12 months). • Valid Australian work rights (e.g., passport, birth certificate) Unlock Your Potential with Trilogy Care Join a purpose-driven team to build a Trilogy Care legacy that values Choice, Excellence, Integrity, Ownership, Innovation, and Wellbeing. We are dedicated to making a positive impact on the lives of our care recipients, their families, and our team This purpose-led work, combined with our commitment to continuous improvement and positive change, will help unlock your potential and take your career to the next level.