Client Remediation Officer

Job description

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 cli...