About the role This role will develop and lead high performing Customer Foundation teams to deliver a consistent and high-quality client onboarding experience for new financial management customers, gaining in-depth understanding of their needs to enable provision of excellent services that meets the needs of our customers, stakeholders and aligns to NSW Trustee and Guardian's Customer Excellence Principles.
Identify, assist and support our financial management customers to build their financial independence, where practical.
The team is responsible for gaining in depth understanding of customer needs to enable provision of excellent services that meets the needs of customers, stakeholders and aligns to NSW Trustee and Guardian's Customer Excellence Principles.
The Manager Customer Foundation will also lead the team in the continuing development and application of systems and processes for the early identification of customers, who in the short and long term, may be supported to regain part or all of their financial independence.
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About you The ideal candidate will demonstrate the following skills, knowledge and experience: Has experience leading and managing teams to achieve high levels of performance, delivering excellent customer service to customers with a diagnosed disability, are ageing and experiencing age related impairments to functioning or cognitive impairment that impacts their capacity to make informed decisions, and whom may be vulnerable, while meeting organisational outcomes.
Inspire and manage a culture focusing on continuing development and learning within the team to support staff to provide "best practice" customer service.
Ability to provide strategic advice support effective decision making and support effective business planning and initiatives.
Collaborate with professional practice leaders, managers, and staff across the agency to continually build responsive and high-quality practice standards and capabilities including establishing and actively managing key internal and external stakeholder relationships.
Contribute to developing, reviewing, and implementing policies, procedures relating to Financial Management, and systems to effectively manage and improve the delivery of customer and support services.
Support the team to manage and respond to customer feedback, including managing complaints, which at times may be complex and undertake investigations and reviews to ensure all decision making is compliant with legislation, policies, procedures, guidelines, and standards, ensuring outcomes are communicated and documented.
Contribute to the management and governance of customer records and data, ensuring accurate records for customer onboarding that aligns with performance indicators, and enables effective reporting.
Sound like you?
We would love to hear from you
Essential requirements Demonstrated leadership and management skills in the delivery of a complex trustee/estate management services customer environment and sound strategic thinking capacity, management and administrative skills.
Tertiary qualifications in economics, finance or related discipline and/or extensive equivalent experience.
Available to travel throughout NSW where required.
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 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: 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 on our website.