Managers Customer Foundation and Proactive Customer

5 months ago

Parramatta, Australia NSW Department of Communities and Justice Full time

Division: Estate Management- Location: Parramatta, NSW, AU, 2150- Req ID: 62379- We are currently looking to fill two (2) temporary, up to 12 months, full-time vacancies within our Customer Foundation and Proactive Customer Management teams across Estate Management.
- We are also looking to establish a talent pool to fill future ongoing and temporary vacancies within Estate Management over the next 18 months.
- Location: Customer Foundation: Parramatta / Proactive Customer Management: Newcastle or Parramatta with regular travel to Newcastle
- Clerk Grade: 9/10. Base salary $116,211 to $128,061 p.a. plus superannuation and annual leave loading.

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

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

**About us**

At NSW Trustee & Guardian, we protect, promote, and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers’ lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.

**About the teams**

The Estate Management division makes financial and legal decisions for people who are unable to on their own, or with support, when NSW Trustee & Guardian is appointed as their financial manager by a court or tribunal. The team also oversees people who are appointed to privately manage the finances of another person. The division delivers high quality financial management services using a customer-centred approach and is delivered by:

- Customer Foundation - 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 & Guardian has an in depth understanding of the customer’s financial situation, financial decisions that may need to be made and how they can be supported into the future.
- Proactive Customer Management - The Proactive Customer Management Team is responsible for complex and critical estate management and engages with financially management customers, and their families, when making financial decisions on their behalf, including the development and review of financial strategies and budgets.

**About the roles**

The Manager of **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, gaining in depth understanding of their needs to enable provision of excellent services that meets the needs of customers, stakeholders and aligns to NSW Trustee & Guardian’s Customer Excellence Principles.

The Manager of **Proactive Customer Management** is responsible for supporting and coaching a team to achieve consistent financial management practice which meets the needs of customers and is supported by ongoing quality control, dynamic operational systems, and strategic collaboration with the internal and external stakeholders.

For more information, view the role descriptions and below:
Manager Customer Foundation

Manager Proactive Customer Management

**About you**
- Has experience leading and managing teams to achieve high levels of performance, delivering excellent customer service to customers with disability 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 business 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, Estate Administration & Planning, 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 cust

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