Senior Client Services Officer (Customer Foundation)

• Ongoing full-time role available – 35 hours per week.
• Location: This role is based in Parramatta. Flexible and hybrid working options available.
• Clerk Grade: 5/6. Base salary $97,027 to $107,059 p.a. plus super and annual leave loading. 

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 supports the Customer Foundation team to provide high quality financial management services to new customers, acts as the initial point of contact and ensures the professional onboarding of customer matters. The Senior Client Service Officer supports customers through the onboarding process and identifies immediate, medium and long-term strategies for financial independence or ongoing management. Assists Client Service Officers in the management of more complex customer issues.

As a Senior Client Service Officer, you will: 

• Accurately assessing the needs of new customers, based on their individual story and situation. 
• Make initial financial decisions, create budgets and triage any complex issues. 
• Build rapport with the customer and communicate what they can expect from NSW Trustee and Guardian throughout the various stages of their customer journey. 
• Deliver high quality, consistent and timely services to customers, including taking responsibility for higher complexity matters, in line with NSW Trustee and Guardian’s Customer Excellence Principles. 
• Ensure a coordinated approach to customers matters by working closely with team members across all NSW Trustee and Guardian divisions.
• Supervise and assist Client Service Officers, including providing support, advice and direction in relation to complex cases and customer situations. 
• 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  

• 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.