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

• 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 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).
• 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

The Client Service Officer acts as initial point of contact for new customers and is responsible for the onboarding of matters. The Client Service Officer initiates the record keeping activity and engages with customers to understand their situation, financial needs, the supports or important payments in place and provide clarification regarding the delivery of service, associated timeframes and service expectation. This role will independently deal with customer matters that may include transactions for the customer, manage individual customer caseloads and have a strong understanding of when to escalate a matter to the Senior Client Service Officers or the Principal Client Service Officer as appropriate.

As a Client Service Officer, you will:

• Manage a customer caseload and develop customer action plans to determine the immediate and ongoing customer needs, review strategies and assess customer capability for independent financial management.
• Communicate with customers, service providers, family members and carers to both obtain and provide information to ensure a complete understanding of the customer’s story. Identify any immediate financial decisions that need to be made for customers.
• Deliver high quality, respectful, consistent, empathetic and timely services to customers that are in line with NSW Trustee and Guardian’s Customer Excellence Principles.
• Actively listen to the concerns and enquiries of customers and stakeholders and work to resolve issues across the different business streams.
• Ensure a coordinated approach to customer matters by working closely with team members across NSW Trustee and Guardian Divisions.
• Access the required systems and processes to support the management of customer matters and actively suggest improvements.
• Escalate complex matters and substantial complaints to the Senior Client Service Officer or Principal Client Service Officer, as required.
• Exemplify high performance through role modelling NSW Trustee and Guardian’s Customer Excellence Principles, values and behaviors.

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):
• Please describe a recent situation that required you to work on a high volume of tasks with competing priorities. How did you prioritise these tasks?
• Describe a recent situation where you had to handle a customer complaint where the customer was dissatisfied with the level service provided? What steps did you take and what was the outcome