EOI - Principal Client Service Officer (Customer Foundation) - Estate Management

EOI - Principal Client Service Officer (Customer Foundation) – NSW Trustee and Guardian

Expressions of interest are being sought from current NSW Public Sector employees (ongoing and temporary staff) who wish to be considered for this temporary employment opportunity.

• Temporary full-time vacancy up until 31 December 2025.
• 35 hours per week.
• Location: This role is based in Parramatta. Flexible and hybrid working options available.
• Clerk Grade: 7/8. Base Salary $110,266 to $122,058 plus superannuation 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
This role will manage and support the Customer Foundation team who are the initial point of contact for new customers, managing the onboarding process and making the required timely financial decisions for customers. The role provides direction to team members and ensures customers are supported through the delivery of ongoing communication, sound decision making, processes, and clarification of service expectation. The role is also responsible for the supervision, coaching and mentoring of staff.

• Day to day, you will:
  Lead and manage a team with a focus on analysis of customer financial management orders and triages to determine level of complexity and allocates to team member for initiation of a customer action plan.
• Ensure team members obtain all information, understanding the customer’s story, and are fully informed in order to determine immediate and ongoing customer needs and identify future medium and long-term strategies for financial management.
• Review feedback and complaints, providing resolutions and identifying areas for improved customer services.
• Escalate complex or contentious issues to the Manager, Proactive Customer Management, and provide regular reports to management, identifying customer trends and outcomes and recommending areas for improvement.
• Contribute to high staff performance, a customer-centred culture and a professional, efficient and effective working environment through the delivery of reliable and consistent service. Support organisational change to resources, systems, processes, and workforce diversity.
• Work collaboratively with key internal partners, including but not limited to Customer Foundation, Proactive Customer Management and Customer Independence and Support teams, to ensure processes are working effectively, and establish ways to collaborate and meet regularly on customer matters; and contribute to quality assurance processes.
• 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
Application is encouraged if you demonstrate the following skills, knowledge and experience:

• Experience and is passionate about supporting people with disability, vulnerable or older people. It is highly desirable for candidates to have experience in the community services sector.  
• Strong communicator and can work effectively with customers from a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system.  
• Flexible and adaptable individual who is willing to rotate across all teams within Estate Management to ensure optimum service is delivered to customers. 
• Highly motivated and self-driven to provide excellent customer service in a human service environment with also a strong commitment to supporting customers.  

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

Essential requirements  

• Tertiary qualifications and/or demonstrated equivalent industry or professional experience in relevant area
• 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 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
• 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 22 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.