Client Service Officer

**Client Service Officer (Customer Specialist Centre) - NSW Trustee & Guardian**
- 1x Ongoing full-time position and 1x Temporary (12 months) full-time position
- Location: Surry Hills, Sydney
- Clerk Grade: 3/4. Base salary $74,117 to $81,158 p.a. plus superannuation 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 Management division delivers highly empathetic, customer-centred financial management services 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.

We are seeking highly passionate and motivated professionals to join our **Customer Specialist Centre **as a Client Service Officer.

**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.

**About the team**

NSW Trustee & Guardian can be appointed by a court or tribunal to manage a person’s finances and legal 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 Foundation team, Proactive Customer Management team, and Customer Independence and Support team.

As part of the Proactive Customer Management team, the **Customer Specialist Centre** is located in Surry Hills, Sydney NSW. The Centre is unique to NSW Trustee & Guardian in that it provides varied supports from a shopfront facility for customers. The Centre aims to deliver face-to-face intensive financial management services that are high quality, timely, effective, and customer-centred.

**About the role**

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

**Virtual information session**

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

**About you**
- has experience and is passionate about supporting people with disability, or vulnerable or older people
- will be an excellent communicator with the ability to assist customers, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system, to understand complex situations
- will be committed to providing insightful and timely customer service on often sensitive matters
- will nurture relationships with customers and their support people to achieve optimal outcomes, demonstrating high levels of empathy and emotional intelligence
- has strong collaboration skills 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
- will be a flexible and adaptable individual who is willing to rotate across all teams within Estate Management to ensure optimum service is delivered to customers.

**Essential requirements**
- Understanding of NSW Trustee & Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
- Willingness to be a part of a rotating phone roster shared on an equitable basis covering morning and afternoon shifts (between the hours of 9.00am to 5.00pm).

**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.

**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

Targeted questions:

- Please detail your experience in delivering customer service to people with complex needs from various social and cultural backgrounds.
- What strategies do you use to manage your time in