Principal Client Service Officer

• Ongoing full-time vacancy. 35 hours per week.
• Location: This role is based in Parramatta. Flexible working options available and subject to negotiation.
• Clerk Grade: 7/8. Base salary $110,266 to $122,058 pa plus superannuation and annual leave loading.

About the team

The Private Management team provides statutory 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, and issuing authority, for 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 Principal Client Service Officer delivers quality decision-making and support to customers that is consistent with NSW Trustee and Guardian’s Customer Excellence Principles. As a Principal Client Service Officer, you will lead and drive team performance, a customer-centred culture and a professional, efficient and effective working environment by delivering reliable and consistent service.

This role primarily manages and supports the Private Management Accounts team to review the annual financial accounts submitted by Private Managers in relation to customers subject to a financial management order. The role is responsible for determining if the management of financial affairs is consistent with the Directions and Authorities of NSWTG relating to the order. 

The role refers matters to the Guardianship Division of the NSW Civil and Administrative Tribunal (NCAT) or the Supreme Court, in circumstances where issues are identified in relation to the actions of the private manager not being compliant with the legislation and their role as a financial manager. The role is also responsible for the supervision, coaching and mentoring of staff in the accounts team and across the Private Management team as required.

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

About you

The ideal candidate:

• Has experience in developing and leading a high performing team with a culture of accountability. As a leader, you would be able to supervise and provide advice to your team.
• 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? Apply now!

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.

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 about joining us, visit the Careers page on our website.