ABOUT US

At NSW Trustee and Guardian, our purpose is to support the rights, welfare, and interests of the people of NSW. 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 face to face customer service (from 8.30am) and phone rosters (9am -5pm).
• 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

Collectively responsible as part of Proactive Management team (Customer Specialist Centre), to deliver face to face intensive financial management services that are high quality, timely, effective, customer-centred and align to NSW Trustee and Guardian’s Customer Excellence Principles. The Client Service Officer will have a clear understanding of when to escalate a matter to the Senior Client Service Officer or the Principal Client Service Officer, as appropriate.

This is an exciting opportunity that will see you:

• Communicate and engage with customers (face to face) to understand their financial needs and existing arrangements, build rapport and consult with the customer to understand their situation.
• Develop strategies and make substitute decisions to manage customer finances including medium to long term planning. Discuss progress with Principal Client Service Officer and complete ongoing decisions, budgets and administration tasks.
• 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 NSW Trustee and Guardian’s services.
• Provide integrated and consistent customer services by working closely with Estate Management, Estate Planning and Administration divisions, the Public Guardian and other NSW Trustee and Guardian divisions.
• Access the required systems and processes to support the management of customer 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 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:

• 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 vaccination

To apply for this role:

• Complete the online application
• 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):
• Provide an example of a challenging or difficult customer service situation you have dealt with. Describe the situation, how you communicated with the customer and what was the outcome of the situation.
• Using an example, describe how you have ensured accuracy in estimating costs, calculating and recording financial information