Customer Contact Team Operator – NSW Trustee and Guardian
* 2 x Ongoing full‐time vacancies available.
* 35 hours per week.
* Location: These roles are based in Sydney (Wynyard) 3 days per week and 2 days working from home.
* Clerk Grade: Level 1/2. Base salary $75,728 p.a. to $82,329 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
NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person's financial affairs if their decision‐making ability is impaired due to disability, age, mental illness or injury.
The Customer Experience division provides a wide range of specialist support across NSW Trustee and Guardian divisions including customer advocacy support, customer experience design, business development, marketing, brand, communications, and media services.
About The Role
This role provides quality customer service through switchboard operations to customers, stakeholders, service providers and members of the public at their first point of contact with NSW Trustee and Guardian.
This role is required to demonstrate exemplary customer service that aligns to NSW Trustee and Guardian Customer Excellence Principles, at all times, for all enquiries.
This Is An Exciting Opportunity That Will See You
* Deliver professional customer service that is reflective of NSW Trustee and Guardian's Customer Excellence Principles.
* Respond promptly, and effectively to triage all enquiries from customers, stakeholders, service providers and members of the public, ensuring service level agreements are met.
* Engage in training, to ensure a sound understanding of NSW Trustee and Guardian products, services and processes, and improve the delivery of quality service.
For more information about the position, view the role description.
About You
Application is encouraged if you demonstrate the following skills, knowledge and experience:
* Experienced and passionate about supporting some of the most vulnerable members of our community. It is highly desirable for candidates to have experience in the community services sector.
* Strong and resilient and can communicate effectively with people from a range of circumstances. The callers are often people living with intellectual disability or living with conditions which impact decision‐making. These can include, but are not limited to, serious mental health or psycho‐social issues, substance addiction, learning disabilities, acquired brain injuries or age‐related conditions such as dementia. Some of our customers may also be experiencing homelessness, or they may be going through the criminal justice system.
* Highly motivated and self‐driven to provide excellent customer service in a human service environment with also a strong commitment to supporting customers.
Essential Requirements
* Experience in the use of computerised switchboards.
* Ability to meet switchboard operational hours, for the provision of NSW Trustee and Guardian services for internal and external customers, between 8:30am and 5:00pm, Monday to Friday.
* 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 email.
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
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):
* How do you ensure your communication remains professional and respectful when dealing with diverse customers?
* Give an example of how you've managed a high volume of enquiries — what strategies did you use to stay organised?
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 11:59pm, Sunday 15 March 2026.
For enquiries about the role, please contact Kevin Jiang, Acting Customer Contact Team Officer via email: Kevin.jiang@tag.nsw.gov.au.
For enquiries about the recruitment process, please contact Antonio Caswell, Talent Advisor via email: Antonio.Caswell@tag.nsw.gov.au.
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 peopleandculture@tag.nsw.gov.au
* 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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