Client Service Officer

Division: Estate Management

Location:
Surry Hills, NSW, AU, 2010

Req ID: 76970

Client Service Officer (Customer Specialist Centre) – NSW Trustee and Guardian

• Ongoing full-time vacancy. 35 hours per week.
• Location: This position is based in Surry Hills. The role requires full-time attendance in the office, 5 days per week.
• Clerk Grade: Level 3/4. Base salary $84,659 p.a. to $92,701 p.a. plus superannuation and annual leave loading.

This role is based in our Customer Specialist Centre at Surry Hills. The role requires full-time attendance in the office, 5 days per week.

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

Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.

About the team

NSW Trustee and 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.

The Customer Specialist Centre is attached to the Proactive Customer Management Team and provides face-to-face intensive financial management, and other support services to some of NSW Trustee and Guardian's most vulnerable customers.

About the role

Collectively responsible as part of Proactive Management team (Customer Specialist Centre), to deliver face to face intensive financial management services that are high quality, timely, effective, customer-centred and align to NSW Trustee and Guardian's Customer Excellence Principles. The Client Service Officer will have a clear understanding of when to escalate a matter to the Senior Client Service Officer or the Principal Client Service Officer, as appropriate.

This is an exciting opportunity that will see you:

• Communicate and engage with customers (face to face) to understand their financial needs and existing arrangements, build rapport and consult with the customer to understand their situation.
• Develop strategies and make substitute decisions to manage customer finances including medium to long term planning. Discuss progress with Principal Client Service Officer and complete ongoing decisions, budgets and administration tasks.
• Deliver high quality, respectful, consistent, empathetic and timely services to customers that are in line with NSW Trustee and Guardian's Customer Excellence Principles.
• Actively listen to the concerns and enquiries of customers and stakeholders and work to resolve issues across NSW Trustee and Guardian's services.
• Provide integrated and consistent customer services by working closely with Estate Management, Estate Planning and Administration divisions, the Public Guardian and other NSW Trustee and Guardian divisions.
• Access the required systems and processes to support the management of customer and actively suggest improvements.
• Escalate complex matters and substantial complaints to the Senior Client Service Officer or Principal Client Service Officer, as required.
• Exemplify high performance through role modelling NSW Trustee and Guardian's Customer Excellence Principles, values and behaviours.

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

About you

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

• You have experience with, and are passionate about supporting people with disability, those from vulnerable communities or older people.
• You are motivated and self-driven to provide excellent customer service in a human services environment.
• Adept communicator who can work effectively with customers from a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system.
• Strong collaboration skills that will allow you to build and develop working relationships, as well as maintain effective channels of communications across all teams in the Estate Management Division, other NSW Trustee and Guardian divisions and external stakeholders.
• Be self-motivated, with a positive, "can-do" attitude.

Sound like you? We would love to hear from you

Essential requirements

• Understanding of NSW Trustee and 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 face to face customer service (from 8.30am) and phone rosters (9am -5pm).
• Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, and to participate in one-to-one review sessions for calls and emails.

What we offer

NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

• 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

To apply for this role:

• Complete the online application
• Submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability

• Answer the following targeted questions (maximum two pages):

• Provide an example of a challenging or difficult customer service situation you have dealt with. Describe the situation, how you communicated with the customer and what was the outcome of the situation.

• Using an example, describe how you have ensured accuracy in estimating costs, calculating and recording financial information.

Read: writing your job application for tips with the application process.

Closing date

Applications close 11:59pm, Tuesday 26 August 2025.

For enquiries about the role, please contact please contact Angela Kazonis, Manager Proactive Customer 4 Officer, Estate Management via email:

For enquiries about the recruitment process, please contact Antonio Caswell, Talent Advisor via email:

Please do not send your applications directly via email, LinkedIn or SEEK. Only applications submitted via the online portal will be accepted.

Please note:

• If you need an adjustment in the recruitment process, please contact People and Culture via email at
• Offers of employment will be subject to reference checks and relevant clearances.
• A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.

Thank you for your interest in this role. We look forward to receiving your application.