Client Service Officer (Private Management Support) - Estate Management

Client Service Officer (Private Management Support) – Estate Management - NSW Trustee and Guardian

• Ongoing full-time role available - 35 hours per week.
• Location: This role is based in Parramatta. Flexible and hybrid working options available.
• Clerk Grade: 3/4. Base salary $82,193 to $90,001 p.a. plus super and annual leave loading. 

About us 
At NSW Trustee and Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers’ lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.

Our commitment to diversity
Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.

About the team 
NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person’s financial affairs if their decision-making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams deliver high quality financial management services to customers through our Foundation Team, Proactive Customer Management Team and Customer Independence and Support Team.

The Private Management team provides oversight and support to privately appointed financial managers (private managers) who are responsible for managing the financial and legal affairs of someone who is not able to make decisions on their own. The role of the Private Management team includes oversight of major decisions a Private Manager is proposing to make, review of annual accounts as well as advice and support to financial managers.  

About the role
The Client Service Officer works to support and provide oversight to privately appointed financial Managers (Private Managers) to understand their legal authority and obligations. The role provides information and advice to Private Managers regarding their role, financial decision making and the record keeping and reporting in relation to the finances being managed. This also includes the review of proposed decision by a private manager, ensuring the decisions are made in the best interest of the person they support. The role independently manages a caseload and has a strong understanding of when to escalate a matter to the Senior Client Service Officer or the Principal Client Service Officer as appropriate.

As a Client Service Officer, you will: 

• Initiate contact with newly appointed Private Managers, providing information on the steps and support that will be provided to assist them in their role as financial manager for the represented person who is subject to a financial order.
• Establish record keeping on behalf of each privately managed customer ensuring all information is obtained and stored securely.
• Assist Private Managers in the development of an action plan for their customer to identify immediate, medium and long-term financial needs.
• Maintain customer data bases and provide regular reports that inform trends, system issues and areas for improved services to Private Managers and customers.
• Actively listen to the concerns and enquiries of Private Managers, customers and stakeholders and work to resolve issues across the different business streams.
• Work closely with staff from NSW Trustee and Guardian divisions to achieve quality outcomes focused on customer need, that align to NSW Trustee and Guardian’s Customer Excellence Principles.
• Escalate complex matters and substantial complaints to the Senior Client Service Officer or Principal Client Service Officer, as required.
• Exemplify high performance through role modelling NSWTG’s values and behaviours. Exemplify high performance through role modelling NSW Trustee and Guardian’s Customer Excellence Principles, values and behaviours. 

For more information about the position, view the role description.

About you
Our ideal candidate: 

• Has experience and is passionate about supporting people with disability, vulnerable and older people.
• Can proactively promote a positive work culture that drives for results.
• Is an excellent communicator with the ability to work effectively with customers in a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system.
• Loves to problem solve and adopts a solution focused approach to your work.
• Has strong collaboration skills that will allow you to build and develop working relationships and open channels of communications across all teams in the Estate Management Division, other NSW Trustee and Guardian divisions and external stakeholders.
• Highly motivated and self-driven to provide excellent customer service in a human service environment with also a strong commitment to supporting customers.
• Has the ability to successfully deliver results whilst managing multiple competing priorities for our customers.

Sound like you? We would love to hear from you!

Essential requirements  

• Understanding of NSW Trustee and Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
• Willingness to be a part of a rotating phone roster shared on an equitable basis covering morning and afternoon shifts (between the hours of 9.00am to 5.00pm).
• Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, and to participate in one-to-one review sessions for calls and emails.

What we offer
NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

• work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing)
• various leave options (recreation, parental, and flex leave of up to 24 days per year)
• career development including study leave and acting opportunities.
• access to Fitness Passport and employee assistance program, and annual flu vaccinations.

Be part of something bigger. For more information about joining us, visit the Careers page on our website.

How to apply
To apply for this role:

• Complete the online application via IworkforNSW.
• Submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability.
• Answer the following targeted question (maximum one (1) page):

1. Please describe a recent situation that required you to work on a high volume of tasks with competing priorities. How did you prioritise these tasks?  

Read: writing your job application for tips with the application process.

Closing date
Applications close 11:59pm, Sunday 29 June 2025.

For enquiries about the role, please contact Nicole Murray - Manager, Customer Independence, Support and PM via email: Nicole.murray@tag.nsw.gov.au

For enquiries about the recruitment process, please contact Antonio Caswell - Talent Advisor via email: Antonio.Caswell@tag.nsw.gov.au.

Please do not send your applications directly via email, LinkedIn or SEEK. Only applications submitted via the online portal will be accepted. 

Please note:

• If you need an adjustment in the recruitment process, please contact People and Culture via email at peopleandculture@tag.nsw.gov.au
• Offers of employment will be subject to reference checks and relevant clearances.
• A talent pool may be created for future ongoing and temporary roles and is valid for 18 months. 

Thank you for your interest in this role. We look forward to receiving your application.