Manager - Proactive Customer Management
6 months ago
Division: Estate Management- Location: Surry Hills, NSW, AU, 2010- Req ID: 65148- Ongoing. 35 hours per week.
- Location: Customer Specialist Centre, Surry Hills. Flexible and hybrid working options available.
- Clerk Grade: 9/10 Level. Base salary $120,859 to $133,183 plus super and annual leave loading.
**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.
**Our commitment to diversity**
**About the team**
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
- Customer Independence and Support
- Private Management
- Proactive Customer Management
- Customer Specialist Centre
**About the role**
The Manager of our Proactive Customer Management Team 4 is responsible for supporting and coaching a high performing frontline team to deliver consistent, high-quality financial management services in a face-to-face setting to high-needs vulnerable customers. This role will see you drive and deliver customer-focused strategic collaboration with internal and external stakeholders through dynamic operational systems and ongoing quality control. Your teams will manage a specific cohort of customers across NDIS, YPIRAC, regional homelessness and aged care sectors.
For more information about the position, view the role description.
**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.
- Will inspire and manage a culture focusing on continuing development and learning within the team to support staff to provide “best practice” customer service.
- Has the 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.
- Can 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.
- Can 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.
- Will 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.
- Will 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 human services customer environment and sound strategic thinking capacity, management and administrative skills.
- Tertiary qualifications and/or equivalent experience in human services or related discipline
- Understanding of NSW Trustee & Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
- Available to travel throughout NSW.
**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 (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 emp
-
Customer Success Manager
6 months ago
Surry Hills, Australia Ordermentum Full timeDo you want to join a team striving to transform how an industry trades through technology? Do you want to be part of a fun, diverse team of over 100 who are rapidly growing in a ‘scale up’ environment. At Ordermentum we are on a mission to become the single platform of choice for all food and beverage companies to manage orders, facilitate payment and...
-
Customer Success Manager
7 months ago
Surry Hills, Australia Instant Full time**This is a Customer Success Manager role with Instant based in Sydney, Australia.** Instant is a technology company on a mission to power the world's most innovative brands, driving their revenue and retention on autopilot. We have grown revenue 16x in the last 6 months, and want you to be a critical part of scaling up this velocity even further! **--...
-
Customer Value Manager
6 months ago
Surry Hills, Australia Endeavour Group Full time**Company Description** Let’s create a more sociable future together** At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to...
-
Customer Service Manager
6 months ago
Surry Hills, Australia Teamm8 Pty Ltd Full timeWe require a Customer Service Manager to implement customer care strategies and oversee all related enquiries ,currently managing 2-3 staff, potentially more as we continue to grow. The role will report directly to the CEO and Logistics Manager and will work closely with the Marketing Specialist. The role is permanent full-time, 38 hours per...
-
Customer Success Manager
1 month ago
Surry Hills, Australia Safewill Full time**Our Story**: At Safewill, we’re reshaping end-of-life planning in Australia, making it more affordable, personal, and accessible for all. Since our launch, we’ve grown rapidly to become one of the country’s fastest-growing tech companies. Backed by leading investors like Westpac’s Reinventure Fund, Carthona Capital, and Flying Fox Ventures, we’re...
-
Office Manager
4 weeks ago
Surry Hills, Australia Audience Republic Full timeAre you a detail-oriented, proactive, and organised professional looking to join a fast-growing startup in the events and ticketing industry? Audience Republic is seeking an **Office Manager** to take charge of our operational and administrative functions, ensuring everything runs smoothly behind the scenes. In this role, you will be at the heart of our...
-
Operations Manager
3 weeks ago
Surry Hills, Australia Audience Republic Full timeAre you a detail-oriented, proactive, and organised professional looking to join a fast-growing startup in the events and ticketing industry? Audience Republic is seeking an **Operations Manager** to take charge of our operational and administrative functions, ensuring everything runs smoothly behind the scenes. In this role, you will be at the heart of our...
-
Customer Service Manager
2 months ago
Surry Hills, Australia Bannister in Home Care Full timeBannister in Home Care is currently recruiting a Customer Service Manager to join our Sydney based team. Bannister In Home Care delivers in-home support services to clients with varied needs due to ageing, acquired or inherited disability or injury. Bannister In Home Care provides services on behalf of the Australian Government and must comply with...
-
Customer Service Manager
6 months ago
Surry Hills, Australia Coles Supermarkets Full timeFrom small everyday moments to larger-scale changes unique to a business like ours, as a Retail Leader, you’ll really see the difference your work makes every day. Whether you’re in a distribution centre, a bakery, in-store or on the road, you’re an important part of an Aussie icon at the heart of the nation. ***: **About the role**: Get...
-
Customer Business Manager
2 weeks ago
Surry Hills, Australia Blackmores Group Full time**Purpose**: As Australia’s most trusted manufacturer of natural health products and one of the Financial Reviews Best Places to Work in 2023, it couldn’t be a better time to join a truly purpose-led business. We are excited to offer the role of Customer Business Manager (NSW) - 12 months parental leave cover. The main purpose of this role is to build...
-
Customer Service Manager
4 months ago
Surry Hills, Australia DesignCrowd Full time**DesignCrowd** The team in Sydney is largely made up of management, product & engineering, marketing and finance. The Customer Service Manager reports to the CEO in Sydney. It is a hybrid role, requiring some attendance in the Sydney office in Surry Hills. The role is full-time and manages staff and team leads, predominantly based in The...
-
Customer Success Manager
2 months ago
Surry Hills, Australia Appetise Full timeAt **Appetise**, we’re on a mission to revolutionise the way food companies understand their shoppers. Imagine being the first company in the world to track not just _what_ people buy but _why_ and _when_ they choose certain products. That’s what we do. We’re pioneering a brand-new approach called **Share of Occasion**, giving food brands real-time...
-
Customer Success Manager
4 months ago
Surry Hills, Australia Audience Republic Full timeAudience Republic is an all-in-one CRM & marketing platform for events & venues. Our customers are some of the largest names in the world — including events featuring artists like Taylor Swift, Paul McCartney, Post Malone, Elton John, RUFUS DU SOL, ODESZA, and Flume. We are a fast growing technology startup in B2B SaaS, and have raised $12m in...
-
Cafe Manager
6 months ago
Surry Hills, Australia Reuben Hills Full timeLocation: Surry Hills We’re looking for an experienced and motivated venue manager! No nights! Previous cafe experience is essential. Must be flexible to work at least one weekend shift (it is hospitality after all), have a good sense of humour, and lead by example! You will be at the heart of our operation, overseeing the daily activities, ensuring...
-
General Manager
3 months ago
Surry Hills, Australia Endeavour Group Full time**Company Description** Let’s create a more sociable future together** At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to...
-
General Manager
3 months ago
Surry Hills, Australia Endeavour Group Full timeCompany Description **Let’s create a more sociable future together** At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to...
-
Program Risk Manager
7 months ago
Surry Hills, Australia Endeavour Group Full time**Company Description** Let’s create a more sociable future together** At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to...
-
Assistant Manager
6 months ago
Surry Hills, Australia Rexel Full timeJoin a globally recognised business in the electrical industry! - Skill and career development pathways, on the job training provided! - Recognition rewards, corporate discounts and quarterly bonuses! **About us** John R Turk Electrical, a part of Rexel Australia is one of the leading Electrical Wholesale and Distribution companies in the world and we offer...
-
Facilities and Equipment Manager
7 months ago
Surry Hills, Australia SILK Laser Clinics Full time**Job Type**: 10-month Maternity Cover **Location**: Various - Adelaide / Melbourne / Sydney **Position Overview**: Join SILK Laser Group, an integral part of Wesfarmers Health, as the Facilities and Equipment Manager. In this role, you will uphold and drive compliance with our high operational standards across our network of approximately 146 laser, skin,...
-
Surry Hills, New South Wales, Australia News Corp Australia Full timeJob DescriptionThis Marketing Executive, Project GTM role at News Corp Australia involves driving business outcomes and customer satisfaction through collaboration with multiple stakeholders. As a key member of the team, you will work closely with the Senior Manager – Delivery to advocate for the subscriber experience across various initiatives and...