Senior Client Service Officer (Proactive Customer Management) – Estate Management
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 NSW Trustee & Guardian
We protect, promote and support the rights, dignity, choices and wishes of our customers. We are a dedicated NSW Government agency that provides critical support to over 50,000 people each year.
Our commitment to diversity
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 Team
The Estate Management teams deliver high‐quality financial management services through the Foundation Team, Proactive Customer Management Team and Customer Independence and Support Team. The Proactive Customer Management Team manages complex and critical estates and engages with customers and their families when making financial decisions on their behalf.
About The Role
The Senior Client Service Officer delivers high‐quality decision‐making and customer support in line with our Customer Excellence Principles. You will understand the represented person, what is important to them and make financial decisions in their best interests, reflecting the decisions they would have made if they had decision‐making capacity.
Key Responsibilities
* Communicate and engage with customers to understand their financial needs and aspirations and manage 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.
* Guide and support Client Service Officers to deliver customer‐centric, insightful, personalised and efficient services.
Essential Requirements
* Tertiary qualifications in economics, finance or related discipline and/or extensive equivalent experience.
* Understanding of our key services and customer base including experience working with disability, vulnerable or older people.
* Willingness to have phone calls and team email accounts monitored for quality assurance.
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 our Customer Excellence Principles.
* The ability to guide and support colleagues, contributing to a professional, inclusive and supportive team culture.
What We Offer
* Work‐life balance with flexible work options (working from different 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.
Equal Opportunity Statement
NSW Trustee & Guardian provides an inclusive workplace that does not discriminate on any protected characteristic over the hiring process.
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