* Corporate Services
* Sydney
* Contract
* Offices are based in Parramatta
* 2 month contract with a high possibility of an extension
* Earn $35- $41.59 per hour + super
Primary purpose of the role
Responsible for delivering high-quality customer services that are reliable, timely, and consistent with the organisation's Customer Excellence Principles. The Client Service Officer is responsible for managing a customer caseload to deliver financial management services to clients and make decisions on their behalf.
Key Accountabilities
* Develop strategies and make substitute decisions to manage client finances, including medium to long-term planning.
* Communicate and engage with clients to understand their financial needs and existing arrangements, build rapport, and consult on their aspirations.
* Actively listen to client and stakeholder concerns and enquiries, working to resolve issues across services.
* Deliver high-quality, respectful, consistent, empathetic, and timely services in line with Customer Excellence Principles.
* Work collaboratively with teams across Estate Planning & Administration and Public Guardian functions to achieve client-focused outcomes and ensure a coordinated approach.
* Use relevant systems and processes to support case management and contribute suggestions for service improvements.
* Escalate complex matters and significant complaints to senior staff as required, and support ongoing decisions, budgets, and administration under guidance.
* Demonstrate high performance by modelling organisational values, behaviours, and service standards.
Essential Requirements
* Clear and concise written and oral communication.
* Proven success in a customer service and/or call center role
* Estates experience will be desirable
* Experience in handling sensitive customer matters
* High levels of empathy and resilience
* Ability to prioritise competing demands in a high-volume work environment.
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