Client Service Officer (Customer Specialist Centre)

• Ongoing full-time vacancy. 35 hours per week.
• Location: This position is based in Surry Hills. The role requires full-time attendance in the office, 5 days per week.  
• Clerk Grade: Level 3/4. Base salary $84,659 p.a. to $92,701 p.a. plus superannuation and annual leave loading.

This role is based in our Customer Specialist Centre at Surry Hills. The role requires full-time attendance in the office, 5 days per week.  

About the team 

NSW Trustee and 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.   

The Customer Specialist Centre is attached to the Proactive Customer Management Team and provides face-to-face intensive financial management, and other support services to some of NSW Trustee and Guardian’s most vulnerable customers.  

About the role

Collectively responsible as part of Proactive Management team (Customer Specialist Centre), to deliver face to face intensive financial management services that are high quality, timely, effective, customer-centred and align to NSW Trustee and Guardian’s Customer Excellence Principles. The Client Service Officer will have a clear understanding of when to escalate a matter to the Senior Client Service Officer or the Principal Client Service Officer, as appropriate.

This is an exciting opportunity that will see you:

• Communicate and engage with customers (face to face) to understand their financial needs and existing arrangements, build rapport and consult with the customer to understand their situation. 
• Develop strategies and make substitute decisions to manage customer finances including medium to long term planning. Discuss progress with Principal Client Service Officer and complete ongoing decisions, budgets and administration tasks. 
• 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 NSW Trustee and Guardian’s services. 
• Provide integrated and consistent customer services by working closely with Estate Management, Estate Planning and Administration divisions, the Public Guardian and other NSW Trustee and Guardian divisions. 
• Access the required systems and processes to support the management of customer 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 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:

• You have experience with, and are passionate about supporting people with disability, those from vulnerable communities or older people.  
• You are motivated and self-driven to provide excellent customer service in a human services environment. 
• Adept communicator who 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.   
• Strong collaboration skills that will allow you to build and develop working relationships, as well as maintain effective channels of communications across all teams in the Estate Management Division, other NSW Trustee and Guardian divisions and external stakeholders. 
• Be self-motivated, with a positive, “can-do” attitude. 

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 face to face customer service (from  8.30am) and phone rosters (9am -5pm). 
• 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:

• 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.