Eoi - Manager, Proactive Customer Management (Pcm2)

Division: Estate Management
- Location: Newcastle, NSW, AU, 2300
- Req ID: 75638

**EOI - Manager, Proactive Customer Management (PCM2) - Estate Management - NSW Trustee and Guardian**

**Expressions of interest are being sought from current NSW Public Sector employees (ongoing and temporary staff) who wish to be considered for this temporary employment opportunity.**
- Temporary full-time vacancy up until 31 December 2025.
- 35 hours per week.
- Location: This role is based in Newcastle. Flexible and hybrid working options available.
- Clerk Grade: 9/10. Base salary $125,693 to $138,510 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**
This role will develop and lead high performing Proactive teams to deliver consistent and high-quality financial management services that meets the needs of our customers, stakeholders and aligns to NSW Trustee and Guardian's Customer Excellence Principles. The role supports and coaches a team to achieve consistent financial management practice which meets the needs of customers and is supported by ongoing quality control, dynamic operational systems, and strategic collaboration with the internal and external stakeholders.

As the Manager, Proactive Customer Management, you will:

- Lead and manage teams to achieve high levels of performance, deliver excellent customer service to customers with disability and may be vulnerable, while meeting organisational outcomes.
- Inspire and manage a culture focusing on continuing development and learning within the team to support staff to provide "best practice" customer service.
- Provide strategic advice as part of the Estate Management Leadership Team to support effective decision making and support effective business planning and initiatives.
- 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 and Planning, Public Guardian staff and other teams.
- 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.
- 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.

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

**About you**
- 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 sup