Client Service Officer

Division: Estate Planning & Admin- Location: Newcastle, NSW, AU, 2300- Req ID: 70838**Client Service Officer - Estate Planning and Administration - NSW Trustee and Guardian**
- Ongoing full-time role. 35 hours per week.
- Location: Newcastle. Flexible and hybrid working options available after 3 months.
- Clerk Grade: 3/4 Base salary $79,032 pa to $86,539 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 Estate Administration Division**

The Estate Planning and Administration division provides trustee services, including Wills and estate planning, deceased estate administration, trusts and power of attorney services.

The teams within the division administer $2.2 billion worth of estates every year and protects over $520 million worth of trusts.

**About the Team**
As part of a collaborative team of 6, led by the Manager of the Service Centre, you will work alongside a Principal Client Service Officer, 2 Senior Client Service Officers, and 3 Client Service Officers. Together, the team manages a caseload of between 250 and 300 estate administration matters, supporting clients with compassion, efficiency, and expertise.

**About the role**
The Client Service Officer is part of the Estate Planning and Administration division, which is collectively responsible for delivering high-quality, reliable, timely services to customers that are consistent with NSW Trustee and Guardian's Customer Excellence Principles.

**As a Client Service Officer, you will**:

- Manage a caseload of 40 to 70 estate administration matters, ensuring the delivery of high-quality, consistent, and timely service.
- Provide a responsive and empathetic customer experience, promptly addressing customer needs, questions, and concerns.
- Collaborate closely with internal stakeholders across Estate Planning, Legal, Professional Services, the Public Guardian, and other NSW Trustee and Guardian divisions to achieve quality outcomes.
- Escalate complex cases and significant complaints to the Senior or Principal Client Service Officer as needed, ensuring customers receive expert support for challenging situations.
- Proactively manage and progress estate matters, from initiation through to finalisation, while maintaining accurate records and upholding compliance standards.
- Actively role model by consistently demonstrating NSWTG values and expected 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:

- Strong financial acumen, initiative and problem-solving skills, coupled with a demonstrated ability to prioritise work and meet deadlines.
- Understanding of, or ability to acquire knowledge of the personal trustee industry in the administration of Estates, Trusts and Powers of Attorney matters.
- Understanding of, or willingness to acquire understanding of relevant legislation including NSW Trustee and Guardian Act, Succession Act, Probate and Administration Act and Trustee Act or evidence of having worked in a highly regulated environment.
- Excellent interpersonal, customer service, communication and collaboration skills that will allow you to build & develop working relationships and open channels of communications across all teams in the Estate Planning & Administration division, other NSW Trustee & Guardian divisions and external stakeholders.

Sound like you? We would love to hear from you

**Essential requirements**
- Willingness to be a part of a rotating phone roster shared on an equitable basis covering morning and afternoon shifts (between the hours of 9.00am to 5.00pm).
- Understand the Department's Flexible Working Hours Agreement and to work within the required bandwidth.

**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**
- submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability.
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