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.

As a Senior Client Service Officer, you will:

• Review financial management orders to identifying customers subject to a Private Management Order and initiate contact with the Private Manager.
• Liaise with Private Managers, establishing an effective working relationship to ensure the needs of the customer are met and the services delivered align to NSW Trustee and Guardian’s Customer Excellence Principles.
• Provide expert guidance and advice to assist Private Managers in the decision-making process and provide avenues of referral for decisions outside the Private Manager’s authority or when seeking to revoke as the financial manager or for the financial management order.
• Review feedback and complaints, identifying systemic issues and addressing areas for improvement, including escalating contentious or complex matters to the Principal Client Service Officer or Manager.
• Work collaboratively with key internal partners, including but not limited to Customer Foundation, Proactive Customer Management, Customer Independence and Support and Practice and Strategy teams to ensure processes are effective, collaborate and contribute to quality assurance processes.
• 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

ABOUT THE ROLE

We currently have 3 ongoing roles available.
The Senior Client Service Officer delivers quality decision-making and support to customers that is consistent with NSW Trustee and Guardian’s Customer Excellence Principles. The role of a Senior Client Service Officer in Estate Management is to understand the represented person, what is important to them in life and, as far as required, make financial decisions, in the customer’s best interests, that they would have made if they had decision-making ability.
This role supports the Private Management Support team to 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.

As a Senior Client Service Officer, you will:

• Review financial management orders to identifying customers subject to a Private Management Order and initiate contact with the Private Manager.
• Liaise with Private Managers, establishing an effective working relationship to ensure the needs of the customer are met and the services delivered align to NSW Trustee and Guardian’s Customer Excellence Principles.
• Provide expert guidance and advice to assist Private Managers in the decision-making process and provide avenues of referral for decisions outside the Private Manager’s authority or when seeking to revoke as the financial manager or for the financial management order.
• Review feedback and complaints, identifying systemic issues and addressing areas for improvement, including escalating contentious or complex matters to the Principal Client Service Officer or Manager.
• Work collaboratively with key internal partners, including but not limited to Customer Foundation, Proactive Customer Management, Customer Independence and Support and Practice and Strategy teams to ensure processes are effective, collaborate and contribute to quality assurance processes.
• 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):
• 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