Client Service officer

• Current and future ongoing, temporary, full-time and part-time vacancies.
• Location: metropolitan or regional NSW. Flexible and remote working options available subject to negotiation.
• Clerk Grade: 3/4. Base salary $74,117 to $81,158 p.a. plus superannuation and annual leave loading. 

This is a unique opportunity to join NSW Trustee & Guardian in a frontline role to provide exceptional customer service, and make important, positive differences to our customers, their families, carers and important people in their lives.  

Our Estate Management division delivers highly empathetic, customer-centered financial management services to some of the most vulnerable people in NSW. We are going through an exciting time of growth and will be offering additional employment opportunities to ensure our customers are provided with responsive, timely and quality customer service.

We have established four (4) new functions within our Estate Management Division, based upon the customer journey, and are seeking highly passionate and motivated professionals to join three of these teams as a Client Service Officer. 

About the team

NSW Trustee & Guardian can be appointed by a court or tribunal to manage a person’s finances and legal 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.

We currently have ongoing and temporary vacancies across three teams. If you are successful in this recruitment process, you can be assigned to any of the roles in the three teams listed below:

• The Customer Foundation team is responsible for the high-quality onboarding of new customers when a financial management order has been made. The team works with the customer and important people in their life to ensure NSW Trustee & Guardian has a good understanding of their financial situation, financial decisions that may need to be made, and how they can be supported in the future.
• The Proactive Customer Management Team is responsible for complex and critical estates and engages with our financial management customers and their families when making financial decisions on their behalf. This includes the development and review of financial strategies and budgets.

• The Private Management team provides oversight and support to privately appointed financial managers who are responsible for managing the financial and legal affairs of someone who is unable 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 delivers quality financial decision-making and support to customers that is consistent with NSW Trustee & Guardian’s Customer Excellence Principles.

As a Client Service Officer, you will contribute to team performance, a customer-centred culture, and a professional, efficient and effective working environment by delivering reliable and consistent service.  

Virtual information session

A virtual information session was held on Wednesday 15th September 2021 to help provide an insight into what it’s like to work for NSW Trustee & Guardian, the type of work you could be involved in to support vulnerable people in NSW, and the application and selection process.  A recording of this session is available here: https://www.tag.nsw.gov.au/careers/information-session. 

For more information about the roles, please view the role descriptions:

• Client Service Officer (Customer Foundation)
• Client Service Officer (Private Management Accounts)
• Client Service Officer (Private Management Support)
• Client Service Officer (Proactive Customer Management)
   

About you

The ideal candidate:

• has the experience and is passionate about supporting people with disability, or vulnerable or older people
• will be an excellent communicator with the ability to assist customers, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system, to understand complex situations
• will be committed to providing insightful and timely customer service on often sensitive matters
• will nurture relationships with customers and their support people to achieve optimal outcomes, demonstrating high levels of empathy and emotional intelligence
• has strong collaboration skills to build & develop working relationships and open channels of communications across all teams in the Estate Management Division, other NSW Trustee & Guardian divisions and external stakeholders
• will be a flexible and adaptable individual who is willing to rotate across all teams within Estate Management to ensure optimum service is delivered to customers. 

Sound like you? Apply now!

Essential requirements   

• Understanding of NSW Trustee & 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.

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.

What we offer

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

• Work-life balance with flexible work options including flex leave
• Leave options including 14 weeks’ parental or adoption leave
• Career development including access to study leave
• Fitness Passport

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