Manager, Customer Foundation

• Ongoing full-time vacancy. 35 hours per week.
• Location: This role is based in Parramatta 3 days per week and 2 days working from home.
• Clerk Grade: Level 9/10. Base salary $129,464 p.a. to $142,665 p.a. plus 12% superannuation and annual leave loading.

About the 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.

About the role

The Manager, Customer Foundation is responsible for developing and leading a high performing team to deliver a consistent and high-quality onboarding experience for new financial management customers. This includes a single agency approach to the engagement and understanding of the customer, their needs and views, with the support of their informal and formal networks, to enable both an improved experience and outcomes, while maintaining NSWTG statutory functions.  

The team is responsible for gaining in depth understanding of customer needs to enable provision of excellent services that meets the needs of customers, stakeholders and aligns to NSW Trustee and Guardian’s Customer Excellence Principles.  

The Manager will also lead the team in the continuing development and application of systems and processes for the early identification of customers, who in the short and long term, may be supported to regain part or all of their financial independence.

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

About you

The ideal candidate will demonstrate the following skills, knowledge and experience:

• Has experience leading and managing teams to achieve high levels of performance, delivering excellent customer service to customers with a diagnosed disability, are ageing and experiencing age related impairments to functioning or cognitive impairment that impacts their capacity to make informed decisions, and whom may be vulnerable, while meeting organisational outcomes.  
• Inspire and manage a culture focusing on continuing development and learning within the team to support staff to provide “best practice” customer service. 
• Ability to provide strategic advice as part of the Estate Management Leadership Team to support effective decision making and support effective business planning and initiatives. 
• Collaborate with professional practice leaders, managers, and staff across the agency to continually build responsive and high-quality practice standards and capabilities including establishing and actively managing key internal and external stakeholder relationships based on open, regular discussions and feedback to ensure effective interface between Estate Management, Public Guardian, staff and other teams. 
• Contribute to developing, reviewing, and implementing policies, procedures relating to Financial Management, and systems to effectively manage and improve the delivery of customer and support services. Ensure Estate Management staff maintain knowledge of legislation, protocols, and processes to ensures work practices are of the highest quality. 
• Support the team to manage and respond to customer feedback, including managing complaints, which at times may be complex and undertake investigations and reviews to ensure all decision making is compliant with legislation, policies, procedures, guidelines, and standards, ensuring outcomes are communicated and documented. 
• Contribute to the management and governance of customer records and data, ensuring accurate records for customer onboarding that aligns with performance indicators, and enables effective reporting. 

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

Essential requirements  

• Demonstrated leadership and management skills for the delivery of services in a complex financial services customer environment and sound strategic thinking capacity, management, and administrative skills. 
• Tertiary qualifications in Commerce, Finance, Economics, Accounting or related discipline. 
• 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.