* 4 x Ongoing full-time vacancies in Newcastle and 2x Ongoing full-time vacancies Parramatta
* 35 hours per week.
* Location: This role is based in either our Newcastle or Parramatta office.
* 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 47,000 people each year.
Our Commitment to Diversity
Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities including women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.
About the Division
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. Our Estate Management teams deliver high quality financial management services to customers through our customer facing and support teams.
About the Role
Provide high quality specialist services for Estate Management customers utilising expert specialist knowledge to deliver a courteous, accurate and efficient resolution to customer enquiries via phone, email, face‐to‐face, online click‐to‐chat and/or other channels. This role must consistently demonstrate exemplary customer service in line with NSW Trustee and Guardian Customer Excellence Principles.
Responsibilities
* Respond to inbound customer enquiries across multiple channels, including phone, email, face‐to‐face, online click‐to‐chat and other digital platforms, providing clear and accurate information or referring matters to the appropriate team when required.
* Build and maintain a working knowledge of Estate Management policies, procedures and systems to resolve customer enquiries correctly and provide consistent, high‐quality service in line with NSW Trustee and Guardian requirements.
* Communicate respectfully and professionally with a diverse range of customers, including vulnerable clients experiencing grief, mental illness or other complex circumstances, using trauma‐informed and de‐escalation techniques to support positive customer outcomes.
* Provide empathetic and practical customer service by listening to client needs, responding to concerns, and assisting with financial management enquiries in accordance with the NSW Trustee and Guardian Act 2009.
* Accurately record customer interactions, enquiries and transactions in relevant systems, ensuring information is complete, up to date and maintained in line with record‐keeping requirements.
* Assist with the resolution of customer complaints, escalating complex or unresolved issues appropriately and contributing ideas to improve processes and service delivery.
* Meet agreed service standards and performance expectations by balancing service quality with efficiency, including adherence to rosters, workloads and key performance measures.
About You
The ideal candidate will demonstrate the following skills, knowledge and experience:
* Demonstrated experience in Commerce, Finance, Economics, Accounting, or a related discipline.
* Proven experience working in high‐volume, customer‐focused call centre environments, supported by strong verbal and written communication skills.
* Experience using computerised telephony systems, switchboards, or similar customer contact technologies.
* Demonstrated experience and genuine commitment to supporting people with disability, vulnerable customers, and older people.
* Ability to proactively foster a positive, results‐driven workplace culture.
* Strong problem‐solving capability with a practical, solutions‐focused approach to work.
* Highly developed collaboration skills, enabling effective working relationships and open communication across the Estate Management Division, other NSW Trustee and Guardian divisions, and external stakeholders.
* Demonstrated ability to deliver quality outcomes while effectively managing multiple and competing priorities in a customer‐focused environment.
Requirements
* Tertiary qualifications in Commerce, Finance, Economics, Accounting or related discipline, or relevant experience.
* Ability to meet telephone 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.
* Experience in the use of computerised telephone systems, switchboards or similar systems.
* 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
#J-18808-Ljbffr