Client Services Officer (Customer Foundation) - Estate Management

Client Service Officer (Customer Foundation) – 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 Customer Foundation Team is responsible for the high-quality onboarding of new customers where a financial management order has been made. The team works with the customer and important people in their life to ensure NSW Trustee and Guardian has a good understanding of the customer’s financial situation, financial decisions that may need to be made and how they can be supported into the future. also oversees people who are appointed to privately manage the finances of another person.    

About the role
The Client Service Officer acts as initial point of contact for new customers and is responsible for the onboarding of matters. The Client Service Officer initiates the record keeping activity and engages with customers to understand their situation, financial needs, the supports or important payments in place and provide clarification regarding the delivery of service, associated timeframes and service expectation. This role will independently deal with customer matters that may include transactions for the customer, manage individual customer caseloads and have a strong understanding of when to escalate a matter to the Senior Client Service Officers or the Principal Client Service Officer as appropriate.

As a Client Service Officer, you will: 

• Manage a customer caseload and develop customer action plans to determine the immediate and ongoing customer needs, review strategies and assess customer capability for independent financial management.
• Communicate with customers, service providers, family members and carers to both obtain and provide information to ensure a complete understanding of the customer’s story. Identify any immediate financial decisions that need to be made for customers.
• Deliver high quality, respectful, consistent, empathetic and timely services to customers that are in line with NSW Trustee and Guardian’s Customer Excellence Principles.
• Actively listen to the concerns and enquiries of customers and stakeholders and work to resolve issues across the different business streams.
• Ensure a coordinated approach to customer matters by working closely with team members across NSW Trustee and Guardian Divisions.
• Access the required systems and processes to support the management of customer matters and actively suggest improvements.
• 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 NSW Trustee and Guardian’s Customer Excellence Principles, values and behaviors.

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 questions (maximum two pages):
   

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? 
2. Describe a recent situation where you had to handle a customer complaint where the customer was dissatisfied with the level service provided? What steps did you take and what was the outcome?

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 John Wilkman – Acting Manager Customer Foundation, via email: John.wilkman@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.