Customer Service Desk Consultant – NSW Trustee and Guardian
Temporary full‐time vacancy up until 26 March 2027 with the possibility of extension. 35 hours per week. Location: This role is based in Parramatta. You are required to attend the office 5 days per week initially during onboarding and training. Following the satisfactory completion of your onboarding and training, you will be required to attend the office 3 days per week (Mondays, Tuesdays and Thursdays) and 2 days working from home. Clerk Grade: Level 3/4. Base salary $84,659 p.a. to $92,701 p.a. plus 12% superannuation and annual leave loading.
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 50,000 people each year.
Our commitment to diversity
Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.
About The Team
The Estate Planning and Administration division provides trustee services including Wills and estate planning, estate administration, trusts and power of attorney services.
About The Role
The role is responsible for collaborating with the Wills and Estate Planning teams to deliver consistent and coordinated information to Wills and Estate Planning customers, ensuring customer leads are nurtured through appointment conversion. This role is also responsible for a range of Will retrieval and administration tasks. This role provides direct support to customers, and it is essential that staff demonstrate exemplary customer service aligned to NSW Trustee and Guardian's Customer Excellence Principles at all points of customer interaction.
This Is An Exciting Opportunity That Will See You
* Collaborate with the Wills and Estate planning teams to deliver professional customer service that is reflective of NSW Trustee and Guardian's Customer Excellence Principles.
* Ensure all customer leads are followed up and responded to promptly, with professional information that increases awareness of Wills and Estate Planning services.
* Nurture customer leads through to appointment conversion.
* Facilitate customer appointments including provision of pre‐appointment customer information, booking of interpreters and support services as required.
* Work collaboratively, consulting and providing information to enable Wills and Estate Planning teams to deliver excellent customer experience.
* Execute administrative tasks regarding document searches and customer requests for retrieval and/or revocation of Wills and Estate Planning instruments held by NSW Trustee and Guardian.
* Conduct post‐appointment feedback research.
For more information about the position, view the role description.
About You
Application is encouraged if you demonstrate the following skills, knowledge and experience:
* Outstanding Customer Service Skills: You are passionate about delivering exceptional service and supporting customers at critical moments in their lives.
* Empathy and Professionalism: You approach every enquiry with empathy, professionalism, and a commitment to excellence, ensuring every customer feels heard and valued.
* Strong Communication: You communicate clearly and effectively, both verbally and in writing, and can explain complex information in an accessible way.
* Collaboration and Teamwork: You enjoy working collaboratively with colleagues across teams to deliver coordinated and seamless customer experiences.
* Attention to Detail: You are meticulous in handling important legal documents, ensuring accuracy and confidentiality at every step.
* Adaptability: You can manage competing demands and priorities and adapt your approach to meet the diverse needs of customers.
* Technical and Administrative Competence: You are comfortable using technology and managing administrative tasks related to document retrieval and appointment coordination.
Sound like you? We would love to hear from you!
Essential Requirements
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.
What We Offer
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
Be part of something bigger. For more information about joining us, visit the Careers page on our website.
How To Apply
To apply for this role:
* Complete the online application
* Submit a resume (maximum five pages)
* Submit a brief cover letter (maximum two pages) outlining your skills, experience and suitability
* Answer the following targeted questions (maximum two pages in total):
* This role requires providing professional information that increases awareness of Wills and Estate Planning services—how would you approach explaining complex information to diverse customers?
* What strategies do you use to manage competing demands while still delivering quality outcomes?
Read: writing your job application for tips on the application process.
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice applications and interview questions based on the focus capabilities listed in the role description.
Closing date
Applications close 11:59 pm, Sunday 12 April 2026.
For enquiries about the role, please contact Jessica McMahon, Customer Service Desk Supervisor via email: .
For enquiries about the recruitment process, please contact Antonio Caswell, Talent Advisor via email: .
Please do not send your applications directly via email, LinkedIn, or SEEK. Only applications submitted via the online portal will be accepted. Please Note
* If you need an adjustment in the recruitment process, please contact People and Culture via email at
* Offers of employment will be subject to reference checks and relevant clearances.
* A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.
Thank you for your interest in this role. We look forward to receiving your application.
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