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.

ESSENTIAL REQUIREMENTS

• Tertiary qualifications and/or demonstrated equivalent industry or professional experience in relevant area.
• 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 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.

ABOUT THE ROLE

This role supports the Customer Foundation team to provide high quality financial management services to new customers, acts as the initial point of contact and ensures the professional onboarding of customer matters. The Senior Client Service Officer supports customers through the onboarding process and identifies immediate, medium and long-term strategies for financial independence or ongoing management. Assists Client Service Officers in the management of more complex customer issues.

As a Senior Client Service Officer, you will:

• Accurately assessing the needs of new customers, based on their individual story and situation.
• Make initial financial decisions, create budgets and triage any complex issues.
• Build rapport with the customer and communicate what they can expect from NSW Trustee and Guardian throughout the various stages of their customer journey.
• Deliver high quality, consistent and timely services to customers, including taking responsibility for higher complexity matters, in line with NSW Trustee and Guardian’s Customer Excellence Principles.
• Ensure a coordinated approach to customers matters by working closely with team members across all NSW Trustee and Guardian divisions.
• Supervise and assist Client Service Officers, including providing support, advice and direction in relation to complex cases and customer situations.
• 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.

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

To apply for this role:

• Complete the online application via IworkforNSW.
• 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)