Customer Service Desk Consultant

Department: Estate Planning and Admin- Location: Parramatta, NSW, AU, 2150- Req ID: 79259- **Customer Service Desk Consultant - NSW Trustee and Guardian**- Temporary full-time vacancy, up to 3 months with the possibility of extension. 35 hours per week.
- Location: Parramatta. Flexible and hybrid working options available.
- Clerk Grade: Grade 3/4. Base salary $84,659 p.a. to $92,701 p.a. plus superannuation and annual leave loading.

**About us**
- At NSW Trustee and Guardian (NSWTG) our purpose is to support the rights, welfare, and interests of the people of NSW. The agency supports the NSW Trustee, the Public Guardian and the Commissioner of Dormant Funds to carry out their statutory functions. We do this by providing a range of customer-centred services, including Will-making, trustee, financial management and guardianship services, including some for the state’s most vulnerable people.
- We write more than 12,000 estate planning documents each year, support over 50,000 customers annually and manage in excess of eight billion dollars in customer assets. A NSW government agency within the Communities and Justice Portfolio, our services help support and protect people at critical moments in their lives.
- **Our commitment to diversity**
- **About the team**
- The Estate Planning and Administration division provides trustee services including Wills and estate planning, estate administration, trusts and power of attorney services.
- **About the role**
- Step into a pivotal role at NSW Trustee and Guardian, where every day brings the opportunity to make a real difference in people’s lives. As a Customer Service Desk Consultant, you’ll be the first point of contact for customers seeking vital Wills and Estate Planning services, helping to guide, inform, and support individuals and families at some of life’s most important moments.
- You’ll collaborate closely with the Wills and Estate Planning teams, nurturing customer leads and ensuring every enquiry is met with professionalism, empathy, and a commitment to excellence. Your work will be at the heart of our mission: supporting the rights, welfare, and interests of the people of NSW, including some of the state’s most vulnerable individuals.
- What sets this role apart? It’s the blend of meaningful customer interaction, teamwork, and the chance to see the direct impact of your efforts. You’ll:

- Guide customers through their journey, from initial enquiry to appointment conversion.
- Provide clear, accessible information and coordinate support services, such as interpreters, to ensure every customer feels heard and valued.
- Play a key role in the retrieval and administration of important legal documents, ensuring accuracy and confidentiality at every step.
- Work in a supportive, collaborative environment where your ideas and initiative are welcomed, and where you’ll be empowered to deliver outstanding service.
- This is more than just a customer service role, it’s a chance to be part of a team that’s passionate about making a positive impact, every single day.- For more information about the position, view the role description.
- **About You**
- To thrive as a Customer Service Desk Consultant at NSW Trustee and Guardian, you will demonstrate:

- Outstanding Customer Service Skills: You are passionate about delivering exceptional service and supporting customers at critical moments in their lives.
- Empathy and Professionalism: You approach every enquiry with empathy, professionalism, and a commitment to excellence, ensuring every customer feels heard and valued.
- Strong Communication: You communicate clearly and effectively, both verbally and in writing, and can explain complex information in an accessible way.
- Collaboration and Teamwork: You enjoy working collaboratively with colleagues across teams to deliver coordinated and seamless customer experiences.
- Attention to Detail: You are meticulous in handling important legal documents, ensuring accuracy and confidentiality at every step.
- Adaptability: You can manage competing demands and priorities and adapt your approach to meet the diverse needs of customers.
- Initiative: You are proactive in following up leads, solving problems, and seeking ways to improve customer outcomes.
- Commitment to Diversity and Inclusion: You value and respect diversity and are committed to creating an inclusive environment for all customers and colleagues.
- Technical and Administrative Competence: You are comfortable using technology and managing administrative tasks related to document retrieval and appointment coordination.- Sound like you? We would love to hear from you
- **Essential requirements**-
- **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 (recreat