Customer Service Desk Consultant

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

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 

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  

• 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:

• 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

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).

1. 1. Describe a time when you managed a challenging customer enquiry or situation. How did you ensure the customer felt supported, and what steps did you take to achieve a positive outcome?
   2. How do you balance attention to detail with the need to manage multiple competing priorities in a fast-paced environment? Can you provide an example of how you maintained accuracy and confidentiality while meeting deadlines?

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

Closing date

Applications close 11:59pm, Wednesday 26th November 2025

For enquiries about the role, please contact Jessica McMahon, Customer Service Desk Supervisor via email at 

For enquiries about the recruitment process, please contact Amy Cross, Talent Advisor on

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.