Client Service Officer

Department: Estate Management
- Location: Newcastle, NSW, AU, 2300
- Custom Field 4: 78545

**Client Service Officer (Customer Engagement) - Estate Management - NSW Trustee and Guardian**
- 4 x Ongoing full-time vacancies.
- 35 hours per week.
- Location: This role is based in Newcastle office 3 days per week and 2 days working from home.
- Clerk Grade: Level 3/4. Base salary $84,659 p.a. to $92,701 p.a. plus 12% superannuation and annual leave loading.

**About us**
At NSW Trustee and Guardian, our purpose is to support the rights, welfare, and interests of the people of NSW. 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 Division**
NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person’s financial affairs if their decision-making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams deliver high quality financial management services to customers through our customer facing and support teams.

**About the role**

As a Client Service Officer (Customer Engagement), you will:

- Develop and maintain a thorough knowledge of Estate Management operating practices, systems, policies and procedures to provide accurate, effective and high-quality customer service consistent with NSW Trustee and Guardian’s Strategy, business requirements and as assessed by internal quality reviews.
- Use trauma-informed communication and de-escalation techniques with vulnerable customers—including those experiencing grief, addiction, or mental illness—while maintaining a courteous and friendly manner across all channels to foster positive relationships and prioritise client satisfaction, as measured through feedback.
- Contribute to the division in performing client services activities as required by providing empathetic, high-quality financial management services by engaging with customers to understand their needs and aspirations, resolving concerns and making decisions consistent NSW Trustee and Guardian Act 2009.
- Accurately create, update and maintain Estate Management and NSW Trustee and Guardian customer, interaction and transaction records.
- Resolve customer complaints from complex agency transactions, accurately escalating unresolved issues, while contributing to continuous improvement by identifying and implementing opportunities to enhance work processes.
- Balance service quality with operational efficiency by adhering to agreed service standards, KPIs, and workforce processes (e.g. adherence, occupancy, and resolution metrics).

For more information about the position, view the role description.

**About you**
- Has sound experience in Commerce, Finance, Economics, Accounting or related discipline.
- Experience in high volume, customer focused call centres with excellent communication skills.
- Experience in the use of computerised telephone systems, switchboards or similar systems.
- Has experience and is passionate about supporting people with disability, vulnerable and older people.
- Can proactively promote a positive work culture that drives for results.
- Loves to problem solve and adopts a solution focused approach to your work.
- Has strong collaboration skills that will allow you to build and develop working relationships and open channels of communications across all teams in the Estate Management Division, other NSW Trustee and Guardian divisions and external stakeholders.
- Has the ability to successfully deliver results whilst managing multiple competing priorities for our customers.

Sound like you? We would love to hear from you

**Essential requirements**
- Tertiary qualifications Commerce, Finance, Economics, Accounting or related discipline.
- Ability to meet telephone operational hours, for the provision of NSW Trustee and Guardian services for internal and external customers, between 8:30am and 5:00pm, Monday to Friday.
- Experience in the use of computerised telephone systems, switchboards or similar systems.

**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 (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 employee assistance program, and annual flu vaccinations

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

**How to apply**
- Submit a resume (maximum five pages)
- Submit a brief cover letter (maximum two pages) outlining your sk