Quality and Complaints Officer

Help Us Shape the Future of Aged Care

Trilogy Care is Australia’s fastest-growing approved provider of the Federal Government’s Support at Home program. Our innovative Self-Management and Fully Coordinated models deliver greater choice, transparency, and value to our clients, ensuring they spend less on management fees and more on long-term care and services.

At Trilogy Care, we take immense pride in creating an empowering and fulfilling workplace for our dedicated employees. We believe that our team is the cornerstone of our success and as such, we are committed to providing a supportive and rewarding environment.

The opportunity

When a concern is escalated to Australia’s aged care regulator, it lands with a specialist team, and that is the team we’re building. This role sits a step beyond frontline complaint resolution: you handle the matters the regulator has formally referred to us. Your team leader assigns you cases, and you own each one from there.

You investigate what happened, gather the evidence, and prepare the formal response. You will not be chasing the intake queue or triaging what comes in; you are assigned cases, and you run them to a fair, well-evidenced close.

You will be mentored, hands-on, by some of the most advanced leaders in the sector, with a structured programme that builds your skills week by week. If you have never handled formal regulatory complaints before, that is genuinely fine. We will support you to build on your track record of professional support services, claims management, or senior administration.

What you’ll deliver

• Responses to the regulator lodged by their deadlines, accurately and fully evidenced.
• Complainants, often older people and their families, who feel heard and fairly treated.
• Findings the rest of the business can act on, so the same issue does not come back.
• A clean, audit-ready record on every case you own.

What you’ll do

• Own your cases. Take the cases your team leader assigns you and run each one end to end: investigation, evidence, drafting the response for sign-off, and closure.
• Investigate and evidence. Work out what actually happened, gather records from across our systems, and separate clearly what has happened (with proof) from what will happen (with a plan).
• Write to the regulator. Answer exactly what was asked, point by point. Precise, accountable, and professional.
• Help us improve. Feed patterns and root causes back into how the business works, so complaints get rarer.

What you’ll bring

Must-have

• Strong written communication. You will draft responses that go to a Commonwealth regulator.
• An evidence-based approach to piecing together timelines of events and filling gaps.
• The organisation skills to hold several open cases at once and hit firm external deadlines.

Nice-to-have

• Aged care, disability or health-services experience.
• Exposure to a regulator, ombudsman or external dispute resolution body.
• Comfort using AI tools in your day-to-day work. You will help shape AI-supported ways of working here.
• A relevant certificate or diploma is useful, but your track record matters more.

Why Trilogy Care?

• Daily mentoring from senior complaints experts, and a structured development programme with a clear path to grow.
• 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 an Employee Assistance Program for you and your immediate family.
• Meaningful work: everything we do supports older Australians living independently at home.
• Salary: 75k-85k + Super

How to apply

Apply now with your CV and a short cover note telling us about a time you had to get to the bottom of a difficult situation and communicate the outcome to someone who was not happy. We read every application.

Trilogy Care hires for values as well as capability: we want people who do the right thing when no one is watching and hold themselves to a high standard. Pre-employment checks apply, including a national police check and professional references.