Our Client Our client is a well-established NSW Government agency delivering essential trustee, financial management and guardianship services across the state. Operating within the community services sector, the organisation supports vulnerable individuals, older Australians and people living with disability through customer-focused financial and legal administration services. With a large statewide operational footprint and thousands of customers supported annually, the organisation manages complex client matters and significant financial assets while maintaining a strong focus on dignity, inclusion and service excellence. The agency is known for its collaborative culture, structured training environment and commitment to delivering compassionate outcomes for the community. 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. Well, ask your mates if they’re already a Charter Diligence Contractor — chances are, they’re already benefiting from the support we provide. About the Role An exciting opportunity is available for 9 x Client Service Officers to support customers requiring financial management and administrative assistance within a highly regulated government environment. This role focuses on delivering empathetic and solutions-driven customer service to individuals with complex personal circumstances, while ensuring decisions and actions align with legislative and organisational requirements. You will manage a portfolio of customer matters, liaise with internal and external stakeholders, and contribute to positive outcomes for vulnerable members of the community. The role requires strong communication skills, call centre, phone conversational skills, resilience, professionalism and the ability to navigate sensitive conversations with care and discretion. This opportunity is ideal for candidates with previous experience supporting vulnerable customers within sectors such as banking, social services, community services, trusteeship, disability services or government. Position : Client Service Officer x 9 Location : Parramatta Working Arrangement : Onsite Monday to Friday Start Date : ASAP Duration : month by month contract with the possibility of 6 months of extension Working Hours : 9:00am – 5:00pm Key Responsibilities Manage a portfolio and caseload involving customer support, financial oversight and case coordination activities Communicate with customers, families, carers and external stakeholders to understand needs and deliver appropriate support outcomes Provide guidance to financial representatives and stakeholders regarding compliance obligations, financial processes and service requirements Support financial administration activities including budgeting, payment management, financial reviews and substitute decision-making processes Review financial documentation and decisions to ensure compliance with legislative, ethical and policy requirements Maintain accurate case notes, records, documentation and reporting within internal systems Respond to customer enquiries and complaints via phone and shared inboxes in a professional, empathetic and timely manner Participate in a rotating phone roster across standard business hours Escalate sensitive, complex or high-risk matters to senior team members where required Liaise with internal teams and external service providers to coordinate customer-focused outcomes Conduct quality assurance checks on documentation, reporting submissions and case management activities Build and maintain effective working relationships with clients, families, service providers and multidisciplinary teams Contribute to continuous improvement initiatives, process enhancements and team knowledge sharing Ensure all activities are completed in accordance with organisational policies, procedures and privacy obligations Maintain professionalism and resilience when managing emotionally sensitive or complex situations About You Demonstrated experience in customer service, case management or client support roles Previous experience supporting vulnerable individuals within government, banking, social services, aged care, disability or community services sectors Strong verbal and written communication skills with a professional telephone manner Ability to manage difficult conversations with empathy, patience and professionalism Strong organisational skills with the ability to manage competing priorities Experience working within structured policy and compliance-driven environments High attention to detail and accurate record-keeping capabilities Confident using Microsoft Office Suite and case management systems Ability to work collaboratively within a team environment Resilient, adaptable and capable of working within fast-paced operational settings Experience handling confidential and sensitive information appropriately Availability to work onsite Monday to Friday during standard business hours Candidates must have valid Australian working rights. Sponsorship is not available for this role. Applicants must hold Australian Citizenship, Permanent Residency or a valid long-term work visa. 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 Important: 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). 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.