Client Service Officer - Customer Engagement (Estate Management)
Employer:NSW Trustee and Guardian
Location:Newcastle office, 3 days per week onsite, 2 days working from home.
(3 x Ongoing full-time)
Compensation:Base salary $84,659 $92,701 p.a. plus 12% superannuation and annual leave loading.
Job Purpose
Provide high-quality specialist services for Estate Management customers through phone, email, face-to-face, online click-to-chat and other channels, consistently demonstrating exemplary customer service in line with NSW Trustee and Guardian Customer Excellence Principles.
Responsibilities
Respond to inbound enquiries across phone, email, face-to-face and online channels, resolving them based on Estate Management operating practices, policies and procedures.
Develop and maintain thorough knowledge of Estate Management operating practices, systems, policies and procedures to deliver accurate, effective and high-quality customer service.
Use trauma-informed communication and de-escalation techniques with vulnerable customers, maintaining a courteous and friendly manner.
Create, update and maintain Estate Management customer records and transactions.
Resolve customer complaints from complex agency transactions, escalating unresolved issues and contributing to continuous improvement.
Balance service quality with operational efficiency, adhering to agreed service standards, KPIs and workforce processes.
Collaborate with estate management teams and external stakeholders to provide empathetic, high-quality financial management services.
Qualifications
Tertiary qualifications in Commerce, Finance, Economics, Accounting or related discipline.
Sound experience in Commerce, Finance, Economics, Accounting or related discipline.
Experience in a high-volume, customer-focused call centre with excellent communication skills.
Experience with computerised telephone systems, switchboards or similar.
Proactive ability to promote a positive work culture and meet deadlines while managing multiple priorities.
Passion for supporting people with disability, vulnerable and older people.
Diversity & Inclusion
NSW Trustee and Guardian encourages applications from all backgrounds, experiences and abilities, including women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and culturally diverse backgrounds.
Benefits
Work-life balance with flexible work options: variable start/finish times, job sharing, working from different locations.
Varied leave options: recreation, parental and flex leave up to 24 days per year.
Career development: study leave and acting opportunities.
Access to Fitness Passport, employee assistance program, annual flu vaccinations.
Application Process
Complete the online application and submit a resume (max 5 pages) and brief cover letter (max 2 pages).
Answer the targeted questions (max 2 pages) about high-volume customer service experience.
Applications close 11:59 pm Thursday 6 November ****.
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