Our Client
Our client is a large and well‐established government organisation responsible for delivering essential community, financial and support services across New South Wales. Supporting tens of thousands of customers annually and managing significant public and private assets, the organisation plays a critical role in protecting and empowering individuals during important life stages and circumstances.
Operating across multiple service lines, the organisation provides specialist financial management, estate administration, planning and customer support services to some of the state's most vulnerable individuals. With a strong focus on customer outcomes, integrity and service excellence, employees are provided with the opportunity to contribute to meaningful work that directly impacts communities throughout NSW.
Why Contract With Us
At Charter Diligence, we go beyond just placement — we support our contractors with practical benefits that reflect real‐life needs. All contractors engaged through us have access to early cash advances on approved timesheets, offering flexibility in cases of unforeseen expenses or cash flow challenges. Unlike traditional labour hire providers, we understand that life doesn't always align with a pay cycle — and we're here to help when it matters most.
About The Role
We are seeking two experienced Client Service Officers to join a specialist customer management team responsible for supporting individuals who require assistance with managing their financial affairs.
This role focuses on delivering high‐quality customer service while managing a portfolio of customers with varying levels of complexity. You will work closely with customers, family members, carers, service providers and internal stakeholders to make informed financial decisions, develop sustainable financial plans and ensure customer needs are met with professionalism, empathy and accountability.
This position offers the opportunity to work within a purpose‐driven environment where your decisions and customer engagement skills will contribute to positive outcomes for vulnerable members of the community.
Role
Client Service Officer (Proactive Customer Management) x2
Pay
$41.59 per hour + Super
Work Location
59 Market Street, Wollongong NSW 2500
Working Arrangements
5 days onsite
Start Date
ASAP
Duration
Until 10 July 2026 (strong possibility of extension)
Working hours
7 hours/day, 35 hours/week
Key Responsibilities
* Manage an allocated caseload of customers and provide ongoing financial management support and administration services.
* Develop, implement and review customer financial plans, budgets and expenditure strategies to support both immediate and long‐term needs.
* Make substitute financial decisions in accordance with relevant legislation, policies and delegated authority.
* Build positive relationships with customers, family members, carers, advocates and external stakeholders through regular communication and engagement.
* Conduct customer reviews to assess changing circumstances, financial requirements and support needs.
* Respond to customer enquiries, concerns and requests in a timely, professional and empathetic manner.
* Investigate issues, identify appropriate solutions and coordinate required actions to achieve positive customer outcomes.
* Maintain accurate and up‐to‐date records, case notes, financial information and customer documentation within relevant systems.
* Collaborate with multidisciplinary teams and internal service areas to ensure coordinated service delivery.
* Monitor customer budgets, expenditure and financial activities to ensure compliance with approved arrangements.
* Escalate complex matters, complaints, risks and sensitive issues to senior team members where appropriate.
* Assist with continuous improvement initiatives, process enhancements and service delivery improvements.
* Ensure compliance with organisational policies, procedures, legislative obligations and privacy requirements.
* Contribute to team objectives while effectively managing competing priorities and deadlines.
About You
* Previous experience in customer service, case management, client services, financial administration, social services, community services, government or related environments.
* Demonstrated ability to manage a caseload and balance multiple priorities within a structured service environment.
* Strong interpersonal, communication and stakeholder engagement skills with the ability to build trust and rapport with diverse customer groups.
* Experience handling sensitive, confidential or complex customer matters with professionalism and discretion.
* Sound problem‐solving and decision‐making skills with the ability to assess information and determine appropriate actions.
* High attention to detail and strong administrative capabilities.
* Proficiency using Microsoft Office Suite and customer management, case management or financial administration systems.
* Ability to work both independently and collaboratively within a team environment.
* Demonstrated resilience, adaptability and commitment to delivering exceptional customer outcomes.
* Understanding of financial management, guardianship, trustee services, community services or government service delivery environments will be highly regarded.
* Relevant qualifications in Business Administration, Community Services, Human Services, Finance, Customer Service or a related discipline will be advantageous.
* Ability to successfully complete a National Police Check and provide two professional references.
* Must possess unrestricted Australian working rights with no sponsorship available for this position. Applicants must hold Australian Citizenship, Permanent Residency or a long‐term valid work visa permitting full work rights in Australia.
* As a mandatory requirement for this contract role required by our client, 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. If you have any questions or need assistance with the process, please don't hesitate to contact our team—we're here to help.
Application Process
Due to the high volume of applications and the limited submission timeframe, we may not be able to contact all applicants. This is not a reflection of interest, but a result of operational constraints. As part of mandatory government contract requirements, priority will be given to candidates who have completed all necessary compliance checks. For applicants with privacy concerns regarding work rights verification submission, documents may be presented in person at our local offices for sighting.
We encourage candidates who are passionate about making a difference and possess the necessary experience and skills to apply. Please apply to this job post or submit your CV along with a cover letter detailing your qualifications and interest in the role to this job post. For confidential inquiries, contact our recruitment team at recruitment@charterdiligence.com.au and (02) 7208 7776 (Sydney), (03) 9001 7776 (Melbourne), (07) 3866 7776 (Brisbane), or (08) 6118 7776 (Perth).
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. Join us and be part of a team that is shaping the future of the industry.
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