Senior Client Service Officer (Proactive Customer Management) – Estate Management - NSW Trustee and Guardian
* 1 x Ongoing full-time roles available - 35 hours per week.
* Location: Newcastle. Flexible and hybrid working options available.
* Clerk Grade: 5/6. Base salary $99,938 to $110,271 per annum, plus superannuation, plus leave loading
About us
At NSW Trustee and Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers. 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 50,000 people each year.
Our commitment to diversity
Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.
About the team
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 Foundation Team, Proactive Customer Management Team and Customer Independence and Support Team.
The Proactive Customer Management Team is responsible for complex and critical estates and engages with our financial management customers and their families when making financial decisions on their behalf, including the development and review of financial strategies and budgets.
About the role
The Senior Client Service Officer delivers high‐quality decision‐making and customer support in line with NSW Trustee and Guardian's Customer Excellence Principles. Working within Estate Management, the role focuses on understanding the represented person, what is important to them, and where required, making financial decisions in the customer's best interests, reflecting the decisions they would have made if they had decision‐making capacity.
As a Senior Client Service Officer, you will:
* Communicate and engage with customers to understand their financial needs and aspirations, enabling the development and management of appropriate budgets
* Build strong rapport and consult with customers on an ongoing basis
* Manage a complex caseload, including making financial decisions relating to customers' asset portfolios
* Actively participate in a phone roster and support colleagues to deliver high‐quality customer service
* Work with key stakeholders, including family members, service professionals and providers, to negotiate appropriate options and achieve positive outcomes for the represented person
* Guide and support Client Service Officers to deliver customer-centric, insightful, personalised and efficient financial management services
For more information about the position, view the role description.
About you
You are a customer‐focused professional who is committed to delivering high‐quality financial management services that make a positive difference in people's lives. You bring sound judgement, strong communication skills and the ability to manage competing priorities in a complex environment.
You will bring:
* Experience engaging with customers to understand their financial needs, circumstances and priorities
* The ability to make sound financial decisions in line with legislation, delegations and organisational frameworks
* Experience managing complex caseloads and balancing competing demands while maintaining service quality
* Strong communication skills, with the ability to build rapport and consult effectively with customers and stakeholders
* A collaborative approach to working with families, service providers and internal teams to achieve positive outcomes
* A commitment to customer‐centred service delivery aligned to NSW Trustee and Guardian's Customer Excellence Principles
* The ability to guide and support colleagues, contributing to a professional, inclusive and supportive team culture
Sound like you? We would love to hear from you!
Essential requirements
* Tertiary qualifications in economics, finance or related discipline and/or extensive equivalent experience.
* Understanding of NSW Trustee and Guardian's key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
* Willingness to have phone calls and team email accounts monitored for quality assurance.
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.
Be part of something bigger. For more information about joining us, visit the Careers page on our website.
How to apply
To apply for this role:
* complete the online application.
* submit a resume (maximum five pages) and brief cover letter (maximum two pages) outlining your skills, experience and suitability.
Read: writing your job application for tips with the application process.
Closing date
Applications close 11:59pm, Tuesday 28th April 2026.
For enquiries about the role, please contact Jill Biddell, Principal Client Service Officer on
For enquiries about the recruitment process, please contact Ashly Dahdal, Talent Advisor on .
Please do not send your applications directly via email, LinkedIn or SEEK. Only applications submitted via the online portal will be accepted.
Please note:
* If you need an adjustment in the recruitment process, please contact People and Culture via email at
* Offers of employment will be subject to reference checks and relevant clearances.
* A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.