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Principal Client Service Officer

5 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 NSW Trustee & 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.

Our Estate Planning & Administration Division delivers highly empathetic, customer-centered trustee, executor, and attorney 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 Planning & Administration - About the teams

The Estate Planning & Administration division is responsible for delivering NSW Trustee & Guardian’s commercial services in Will making, as trustee, attorney, and as administrator/executor of deceased estates. The teams administer assets in accordance with the functions and obligations under the relevant legislation and makes legal decisions within legal frameworks and NSWTG’s prescribed delegations. The division delivers high quality service using a customer-centred approach and is delivered by:

- Estate Administration
- Trust and Powers of Attorney Administration
- Intestate, Life Estates and Crime Confiscation/Civil Forfeiture administration
- Wills and Estate Planning

We currently have talent pool opportunities across our Estate, Trust and Power of Attorney Administration teams.

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 team performance, a customer-centered 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 on a talent pool.

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

Estate Planning & Administration - About you
- 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 high-level understanding of the procedures and practices specific to administration of Estates, Trusts and Powers of Attorney
- strong knowledge of the personal trustee industry and practical experience in the administration of Estates, Trusts and Powers of Attorney matters
- can proactively promote a positive work culture that drives for results
- strong knowledge of relevant legislation including NSW Trustee and Guardian Act, Succession Act, Probate and Administration Act and Trustee Act.
- strong collaboration skills that will allow you to build & develop working relationships and open channels of communications across all teams in the Estate Planning & Administration division, other NSW Trustee & Guardian divisions and external stakeholders
- ability to problem solve and have a solution focused approach to their work
- flexible and adaptable individual who is willing to rotate across all teams within Estate Planning & Administration to ensure optimum service is delivered to customers.

Sound like you?

Essential requirements
- Tertiary qualifications and/or demonstrated equivalent industry or professional experience in relevant area.
- Understanding of NSW Trustee & 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 & 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.
- 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:

- How have you observed and monitored team performance, and developed strategies to influence, encourage and motivate your team to deliver stronger results toward customer experience?
- Provide an example of a highly complex case you were faced with