Principal Client Service Officer

Division: Estate Management- Location: Parramatta, NSW, AU, 2150- Req ID: 70680**Principal Client Service Officer (Proactive Customer Management) - Estate Management - NSW Trustee and Guardian**
- Ongoing. 35 hours per week.
- Location: Parramatta. Flexible and hybrid working options available.
- Clerk Grade: 7/8. Base salary $106,025 pa to $117,363 p.a. plus super and annual leave loading.

**About us**
At NSW Trustee and 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**

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 Foundation Team, Proactive Customer Management Team and Customer Independence and Support Team.

The Proactive Customer Management Team is responsible for complex and critical estates and engages with our financial management customers and their families when making financial decisions on their behalf, including the development and review of financial strategies and budgets.

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

Day to day, you will:

- Support and coach your team to deliver high-quality customer centric financial management services.
- Coordinating your teams output ensuring all competing demands and priorities are delivered in a high quality and efficient manner.
- Regularly review feedback and complaints ensuring there are timely resolutions.
- Work collaboratively with internal stakeholders across the Estate Management division to ensure processes are working effectively, collaborate on customer matters; and contribute to quality assurance processes.
- Embody the NSW Trustee and Guardian’s Customer Excellence Principles’ values and behaviors.

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

**About you**
Application is encouraged if you demonstrate the following skills, knowledge and experience:

- Is experienced in developing and leading a high performing team with a culture of accountability. As a leader, you would be able to supervise and provide advice to your team.
- 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.
- Is an excellent communicator with the ability to work effectively with customers in a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system.
- 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.
- Highly motivated and self-driven to provide excellent customer service in a human service environment with also a strong commitment to supporting customers.
- 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 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.

**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 we