Manager, Proactive Customer Management

Division: Estate Management- Location: Parramatta, NSW, AU, 2150- Req ID: 65418- Ongoing full-time vacancy. 35 hours per week.
- Location: Parramatta. Flexible and hybrid working options available.
- Clerk Grade:9/10. Salary $120,859 to $133,183 plus superannuation and annual leave loading.

**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.

**Our commitment to diversity**

**About the team**

The Estate Management Division makes financial and legal decisions for people who are unable to on their own, or with support, when NSW Trustee & Guardian is appointed as their financial manager by a court or tribunal. The team also oversees people who are appointed to privately manage the finances of another person. The division delivers high quality financial management service using a customer-centred approach and is delivered by:

- Customer Foundation
- Customer Independence and Support
- Private Management
- Proactive Customer Management
- Customer Specialist Centre

**About the role**

The Manager of Proactive Customer Management is responsible for supporting and coaching a high-performing team to deliver consistent, high-quality and consistent financial management services to meet the needs of customers. This role oversees complex and critical estate management services including developing and reviewing financial strategies and budgets with financially managed customers, and their support networks. This role will see you drive and deliver customer-focused strategic collaboration with internal and external stakeholders through dynamic operational systems and ongoing quality control.

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

**About you**
- Has experience leading and managing teams to achieve high levels of performance, delivering excellent customer service to customers with disability, and who may be vulnerable, while meeting organisational outcomes.
- Will inspire and manage a culture focusing on continuing development and learning within the team to support staff to provide "best practice" customer service.
- Has the demonstrated ability to provide strategic advice as part of the Estate Management Leadership Team to support effective decision making and support business plan initiatives.
- Will collaborate with professional practice leaders, managers, and staff across the business to continually build responsive and high-quality practice standards and capabilities including establishing and actively managing key internal and external stakeholder relationships based on open, regular discussions and feedback to ensure effective interface between Estate Management, Estate Administration & Planning, Public Guardian staff and other teams.
- Will contribute to developing, reviewing, and implementing policies, procedures relating to Financial Management, and systems to effectively manage and improve the delivery of customer and support services. Ensure Estate Management staff maintain knowledge of legislation, protocols, and processes to ensures work practices are of the highest quality.
- Will support the team to manage and respond to customer feedback, including managing complaints, which at times may be complex, and undertake investigations and reviews to ensure all decision making is compliant with legislation, policies, procedures, guidelines, and standards, ensuring outcomes are communicated and documented.
- Will contribute to the management and governance of customer records and data, ensuring accurate records for customer onboarding, and continuation of management, that aligns with performance indicators, and enables effective reporting.

Sound like you? We would love to hear from you

**Essential requirements**
- Demonstrated leadership and management skills for the delivery of services in a complex human services customer environment and sound strategic thinking capacity, management and administrative skills.
- Tertiary qualifications and/or equivalent experience in human services or related discipline
- Understanding of NSW Trustee & Guardian's key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
- Available to travel throughout NSW.

**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 (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 an