Administration Officer

Charter Diligence; City of Parramatta; On-site; AUD 47,000 - 67,000; Full time

Benefits offered by this job

Early cash advances on approved times?

Job summary

Charter Diligence is recruiting a Client Service Officer for an ASAP-start, five-week initial contract in Parramatta, NSW. The role is fully onsite, five days a week, with a 9:00am–5:00pm schedule and approximately 40 hours weekly.

You will welcome and onboard customers under formal financial management arrangements and support practical financial decisions to promote wellbeing. The successful candidate will manage up to 40 customer matters, build relationships, and ensure accurate recordkeeping

Qualifications

• Experience in customer service, client services, or government/commercial settings.
• Strong verbal and written communication; ability to handle sensitive conversations.
• Ability to build rapport with diverse customers and maintain professional boundaries.
• Sound judgement and practical decision-making using available information.
• Organised with the ability to manage multiple files and deadlines.
• Comfort with telephone enquiries, including difficult interactions.
• Empathy while maintaining professional boundaries.
• Attention to detail in records and documentation.
• Proficiency with MS Office (Outlook/Word/Excel).
• Ability to learn government policies and financial management processes quickly.
• Experience with vulnerable customers, NDIS, aged care or government environments is advantageous.

Responsibilities

• Establish and maintain customer files, gathering relevant information.
• Be the initial contact and build professional relationships based on respect and trust.
• Assess financial circumstances and priorities to determine actions.
• Manage a portfolio of customer matters and progress within service standards.
• Develop budgets and action plans based on individual circumstances.
• Make financial decisions within established policies and delegations.
• Respond to inquiries by telephone and email with accurate guidance.
• Participate in approximately two hours of rostered telephone duties daily.
• Communicate effectively with customers with cognitive impairment or complex needs.
• Identify urgent or complex matters and escalate to senior staff.
• Maintain accurate records of interactions, decisions and documentation.
• Handle sensitive information in line with privacy laws.
• Collaborate with colleagues to manage shared inquiries and ensure continuity.
• Contribute to continuous improvement by identifying process improvements.

Skills

Customer Service

Communication

Empathy

Microsoft Office

Phone Etiquette

Policy Adherence

Relationship Building

Tools

Outlook

Word

Excel

Job description

ASAP Start | 5 Weeks Initial Contract + Extension Parramatta, NSW | Fully Onsite $41.59/hr + super

Our Client

Our client is a NSW Government statutory authority operating within the broader justice and community services portfolio. The organisation provides specialist financial management, trustee, guardianship and estate-related services to people across NSW, including individuals who require additional support managing important financial and personal affairs.

The agency supports more than 50,000 customers each year and manages almost $7 billion in customer assets, making it a significant provider of trustee and financial management services in NSW.

This opportunity sits within a customer onboarding and financial management environment supporting people who are subject to Financial Management Orders. Customers can include NDIS participants, people in aged care, young people previously in care, people with significant assets or property, and other adults requiring financial management support.

You will join a collaborative and people-focused team where knowledge sharing, mentoring, professional development and employee wellbeing are strongly encouraged. The environment is designed to give new team members practical support while maintaining high standards of customer service and accountability.

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

This is an opportunity to join a specialist customer services team responsible for welcoming and onboarding customers whose finances are being managed under formal financial management arrangements.
As a Client Service Officer, you will establish new customer files, understand each customer's circumstances, assess their immediate financial needs and help make practical financial decisions that support their wellbeing and longer-term independence.

Unlike a traditional call centre position, this role combines customer engagement with individual caseload and financial administration responsibilities. You will generally manage up to 40 customer matters, with files typically remaining within the onboarding team for approximately three to six months. Approximately two hours each day will involve rostered telephone duties, with the remainder focused on customer files, enquiries, financial decisions and administration.

Some customers may initially be frustrated or distressed because their financial arrangements have resulted from a court or tribunal order. The ability to remain calm, respectful and empathetic while maintaining appropriate professional boundaries is therefore particularly important.

Position: Client Service Officer - $41.59/hour + super
Location: Parramatta, NSW
Working Arrangement: Fully onsite, five days per week
Working Hours: 9:00am to 5:00pm, 35 hours per week
Start Date: ASAP
Duration: Initial 5-week contract with strong potential for extension
Pre-Employment Checks: Two references and Police Check

The initial engagement is advertised for five weeks; however, there is a strong likelihood of longer-term opportunities for successful contractors who demonstrate capability and commitment.

Key Responsibilities

• Establish and maintain customer files while gathering relevant financial, personal and stakeholder information.
• Act as an initial point of contact for customers and build professional relationships based on respect, clarity and trust.
• Assess customers' financial circumstances, immediate priorities and day-to-day requirements to determine appropriate actions.
• Manage a portfolio of customer matters and progress actions within agreed service standards and timeframes.
• Develop practical budgets and action plans based on individual circumstances and available financial resources.
• Make appropriate financial decisions within established policies, delegations and legislative requirements.
• Respond to customer and stakeholder enquiries by telephone and email, providing accurate information and practical guidance.
• Participate in approximately two hours of rostered telephone duties each working day.
• Communicate effectively with customers experiencing cognitive impairment, mental health challenges, dementia, acquired brain injury or other complex circumstances.
• Apply empathy while maintaining appropriate professional boundaries and remaining focused on financial management responsibilities.
• Identify urgent, sensitive or complex matters and elevate them appropriately to senior officers or management.
• Maintain accurate records of customer interactions, decisions, supporting documentation and follow-up actions.
• Handle sensitive and confidential customer information in accordance with government privacy and recordkeeping requirements.
• Work collaboratively with colleagues to manage shared enquiries and ensure continuity of customer service.
• Liaise professionally with customers, families, carers, service providers and other relevant stakeholders where required.
• Manage competing priorities while maintaining accuracy and progressing a varied caseload.
• Contribute to continuous improvement by identifying opportunities to improve customer processes and service delivery.

These broader responsibilities align with current comparable NSW Government Client Service Officer positions, where accurate recordkeeping, complex enquiry management, escalation, stakeholder engagement and management of competing customer priorities are common requirements.

About You

We are looking for a capable customer service professional who can combine empathy with sound judgement. You should be comfortable dealing with people experiencing challenging circumstances without becoming personally involved beyond the professional scope of the role.
You will ideally bring:

• Previous experience in customer service, client services, case coordination, financial services, government administration or another complex service environment.
• Strong verbal and written communication skills with confidence handling sensitive or challenging conversations.
• Demonstrated ability to build rapport with customers from diverse backgrounds and circumstances.
• Sound judgement and the ability to make practical, customer-focused decisions using available information.
• Strong organisational and time management skills with the ability to manage multiple customer files and competing priorities.
• Confidence handling telephone enquiries, including difficult, emotional or occasionally confrontational interactions.
• Ability to demonstrate empathy while maintaining clear professional boundaries.
• Strong attention to detail when maintaining records, processing information and documenting decisions.
• Competency across Microsoft Office applications, particularly Outlook, Word and Excel.
• Ability to learn government policies, procedures, systems and financial management processes quickly.
• Experience working with vulnerable customers, disability services, NDIS, aged care, community services, financial services or government environments will be advantageous.
• Familiarity with case management or customer relationship management systems will be advantageous.
• Ability to recognise when an issue requires escalation and seek assistance appropriately.
• A collaborative mindset and willingness to share knowledge and contribute to a supportive team environment.
• Resilience, professionalism and composure when dealing with challenging customer circumstances.
• Willingness and ability to work onsite in Parramatta from 9:00am to 5:00pm, five days per week.
• Ability to successfully complete required reference and Police checks.
• Valid working rights in Australia are mandatory. Sponsorship is not available for this position. Applicants must be Australian citizens, permanent residents or hold an appropriate long-term Australian work visa that allows them to meet the requirements of the engagement.
• 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 **********************************. 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.

Charter Diligence is an accredited recruitment agency for the Australian Federal Government and State Governments. We acknowledge the Traditional Owners of the lands on which we operate and pay respect to Aboriginal and Torres Strait Islander Elders past and present. Charter Diligence is a 100% Australian-owned equal opportunity and LGBTQIA+ equity consulting firm and recruitment agency that provides the same benefits and opportunities for hiring and advancement to everyone without discriminating due to protected characteristics such as age, gender, sexual orientation, ethnicity, nationality, religion, disability, and medical history.