About the Client
Our client is a well‐established NSW Government agency delivering essential trustee, financial management and guardianship services across the state.
Operating within the community services sector, the organisation supports vulnerable individuals, older Australians and people living with disability through customer‐focused financial and legal administration services.
About the Role
An exciting opportunity is available for 9 Client Service Officers to support customers requiring financial management and administrative assistance within a highly regulated government environment. This role focuses on delivering empathetic and solutions‐driven customer service to individuals with complex personal circumstances, while ensuring decisions and actions align with legislative and organisational requirements.
You will manage a portfolio of customer matters, liaise with internal and external stakeholders, and contribute to positive outcomes for vulnerable members of the community. The role requires strong communication skills, call‐centre, phone conversational skills, resilience, professionalism, and the ability to navigate sensitive conversations with care and discretion.
Key Responsibilities
* Manage a portfolio and caseload involving customer support, financial oversight and case coordination activities
* Communicate with customers, families, carers and external stakeholders to understand needs and deliver appropriate support outcomes
* Provide guidance to financial representatives and stakeholders regarding compliance obligations, financial processes and service requirements
* Support financial administration activities including budgeting, payment management, financial reviews and substitute decision‐making processes
* Review financial documentation and decisions to ensure compliance with legislative, ethical and policy requirements
* Maintain accurate case notes, records, documentation and reporting within internal systems
* Respond to customer enquiries and complaints via phone and shared inboxes in a professional, empathetic and timely manner
* Participate in a rotating phone roster across standard business hours
* Escalate sensitive, complex or high‐risk matters to senior team members where required
* Liaise with internal teams and external service providers to coordinate customer‐focused outcomes
* Conduct quality assurance checks on documentation, reporting submissions and case management activities
* Build and maintain effective working relationships with clients, families, service providers and multidisciplinary teams
* Contribute to continuous improvement initiatives, process enhancements and team knowledge sharing
* Ensure all activities are completed in accordance with organisational policies, procedures and privacy obligations
* Maintain professionalism and resilience when managing emotionally sensitive or complex situations
About You
* Demonstrated experience in customer service, case management or client support roles
* Previous experience supporting vulnerable individuals within government, banking, social services, aged care, disability or community services sectors
* Strong verbal and written communication skills with a professional telephone manner
* Ability to manage difficult conversations with empathy, patience and professionalism
* Strong organisational skills with the ability to manage competing priorities
* Experience working within structured policy and compliance‐driven environments
* High attention to detail and accurate record‐keeping capabilities
* Confident using Microsoft Office Suite and case management systems
* Ability to work collaboratively within a team environment
* Resilient, adaptable and capable of working within fast‐paced operational settings
* Experience handling confidential and sensitive information appropriately
* Availability to work onsite Monday to Friday during standard business hours
* Applicants must have valid Australian working rights. Sponsorship is not available for this role.
* As a mandatory requirement for this contract role, applicants are kindly asked to complete a compliance check and upload their work rights verification at www.charterdiligence.com.au/portal. Incomplete submissions may not be considered.
Position Details
Position: Client Service Officer x 9
Location: Parramatta
Working Arrangement: Onsite Monday to Friday
Start Date: ASAP
Duration: Month‐by‐month contract with the possibility of 6 months of extension
Working Hours: 9:00 am – 5:00 pm
Equal Opportunity Statement
Charter Diligence is an equal‐opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of their background.
Contact
Recruitment enquiries: recruitment@charterdiligence.com.au
Phone: (02) 7208 7776 (Sydney), (03) 9001 7776 (Melbourne), (07) 3866 7776 (Brisbane), or (08) 6118 7776 (Perth).
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