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 works to support and provide oversight to privately appointed financial Managers (Private Managers) to understand their legal authority and obligations. The role provides information and advice to Private Managers regarding their role, financial decision making and the record keeping and reporting in relation to the finances being managed. This also includes the review of proposed decision by a private manager, ensuring the decisions are made in the best interest of the person they support. The role independently manages a caseload and has a strong understanding of when to escalate a matter to the Senior Client Service Officer or the Principal Client Service Officer as appropriate.

As a Client Service Officer, you will:

• Initiate contact with newly appointed Private Managers, providing information on the steps and support that will be provided to assist them in their role as financial manager for the represented person who is subject to a financial order.
• Establish record keeping on behalf of each privately managed customer ensuring all information is obtained and stored securely.
• Assist Private Managers in the development of an action plan for their customer to identify immediate, medium and long-term financial needs.
• Maintain customer data bases and provide regular reports that inform trends, system issues and areas for improved services to Private Managers and customers.
• Actively listen to the concerns and enquiries of Private Managers, customers and stakeholders and work to resolve issues across the different business streams.
• Work closely with staff from NSW Trustee and Guardian divisions to achieve quality outcomes focused on customer need, that align to NSW Trustee and Guardian’s Customer Excellence Principles.
• 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 NSWTG’s values and behaviours. 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 question (maximum one (1) page):
• 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