Principal Client Services Officer

2 months ago

Parramatta, Australia NSW Department of Communities and Justice Full time

Division: Estate Planning & Admin- Location: Parramatta, NSW, AU, 2150- Req ID: 66302**Principal Client Service Officer**
- One ongoing full-time opportunity
- Talent pool created for future opportunities.
- Location: Parramatta. Flexible and hybrid working options are available.
- Clerk Grade: 7/8
- Base salary: $106,025 pa to $117,363 pa plus super and annual leave loading.

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

**About Us**

At NSW Trustee and 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 team**

The Trust Administration team is responsible for the administration of trusts where NSW Trustee and Guardian is the appointed trustee. Trusts under administration include damages trusts, trusts for young people, testamentary trusts and trusts for people with disability. The Trust Administration team is supported by a team of solicitors, accountants and financial planners.

**About the role**

As a Principal Client Service Officer (PCSO), you will provide leadership and management of the Trust Administration team to ensure trusts are administered in compliance with NSW Trustee and Guardian policies and procedures. You will also be responsible for the delivery of the service to the beneficiaries of the trust in accordance with legal requirements, policies and procedures and in accordance with customer service standards.

Key responsibilities include:

- Making decisions within clearly defined delegations
- Overseeing the operations of the team including managing performance and productivity, ensuring customer service delivery standards are adhered to and identifying process improvements
- Leadership of the team including staff resourcing, team briefings, mentoring, staff development and co-ordinating training as required
- Complaint handling and providing advice to managers and members of the senior leadership team as required
- experience in developing and leading a high performing team and promoting a culture of accountability, customer service excellence and proactive file management
- a high-level understanding of the procedures and practices specific to the administration of Estates, Trusts, and Powers of Attorney
- a strong knowledge of the personal trustee industry and practical experience in the administration of Estates, Trusts, and Powers of Attorney matters, including the legal and legislative framework
- strong collaboration skills
- the ability to be agile, resilient and problem solve
- excellent time management skills, with the ability to prioritise and meet deadlines
- excellent written and verbal communication skills

**For more information, view the role description below**:
Principal Client Service Officer (Estate Planning & Administration)

**Talent Pool**

If you succeed in this recruitment, you may be assigned to the above-mentioned role or placed in a talent pool.

**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.

**Our commitment to diversity**

**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 including flex leave.
- Leave options including 14 weeks’ parental or adoption leave.
- Career development including access to study leave.
- Fitness Passport

Be part of something bigger. For more about joining us, visit the Careers page on our website.

**How to apply**
- attach a resume (max. five pages)
- attach a cover letter (max. two pages) outlining your skills, experience, and suitability for the role.
- address the essential requirements above and the two targeted questions below (max. two pages)

**Targeted questions**:

- Provide an example of a complex case you were faced with that you needed to solve. What made the problem difficult or unique? What steps did you take to resolve it, and what was the outcome?
- Describe a time when you identified a problem with a business process or task. How did you identify who needed to be involved in solving the problem, what actions were undertaken, and what was the result?

**Applications close: 11:59pm Wednesday 1 May 2024**

**Please note**:

- If you wish to request an adjustment in the recruitme

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