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Principal Client Service Officer

4 months ago

Sydney, Australia NSW Trustee & Guardian Full time

About the role
- Current and future ongoing and temporary full-time vacancies.
- Clerk Grade:7/8 Base salary $101,947 pa to $112,849 pa plus super and annual leave loading.

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

Our Estate Management Division delivers highly empathetic, customer-centred financial management services to the community and to some of the most vulnerable people in NSW. We are going through an exciting time of growth and will be offering additional employment opportunities to ensure our customers are provided with responsive, timely and quality customer service. Opportunities are available across the whole division and the specific functions of each team are detailed below.

Estate Management - 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 service 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 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.
- Private Management - The Private Management team provides 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 of major decisions a Private Manager is proposing to make, review of annual accounts as well as advice and support to financial managers.
- Proactive Customer Management - The Proactive Customer Management Team is responsible for complex and critical estate and engages with our financial management customers and their families when making financial decisions on their behalf, including the development and review of financial strategies and budgets.
- Customer Specialist Centre - The Customer Specialist Centre is a branch of the Proactive Customer Management Team who provide face-to-face intensive financial management services including cash dispensing and providing a shopfront for social service activities to some of NSW most vulnerable customers.

About the roles

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

If you are successful in this recruitment, you may be assigned to any of the roles listed below or placed in a talent pool.

For more information, view the role description and below:
Principal Client Service Officer (Customer Foundation)

Principal Client Service Officer (Customer Independence & Support)

Principal Client Service Officer (Customer Specialist Centre)

Principal Client Service Officer (Private Management Accounts)

Principal Client Service Officer (Private Management Support)

Principal Client Service Officer (Proactive Customer Management)

Estate Management - About you
- has experience in developing and leading a high-performing team with a culture of accountability and achievement and a proven ability and commitment to supporting customers and staff.
- has experience and is passionate about supporting people with disability, vulnerable or 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 with 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 have a solution-focused?approach?to their work?
- have strong collaboration skills that will allow them to build & develop working relationships and open channels of communications across all teams in the Estate Management Division, other NSW Trustee & Guardian divisions and external stakeholders
- is motivated and self-driven to provide excellent customer service in a human services environment
- is flexible and adaptable individual who is willing to rotate across