Client Service Officer

DFP Recruitment; Newcastle City Council; On-site; AUD 37,000 - 57,000; Full time

Job summary

DFP Recruitment is seeking four experienced Client Service Officers to join a NSW Government organisation based in Newcastle. You will provide respectful, timely and customer-focused services to customers, their families and other stakeholders, managing an allocated caseload within established policies.

This fully office-based role offers weekday hours (9:00am–5:00pm) and a contract ending 30 October 2026, with potential extension.

Qualifications

• Experience in customer service, case management or similar.
• Strong written and verbal communication skills.
• Ability to handle empathetic conversations with customers in sensitive circumstances.
• Experience managing competing priorities and workloads.
• Sound judgement working within policies and delegations.
• Strong administrative skills and attention to detail.
• Confidence handling challenging conversations and escalation when needed.
• Relevant tertiary qualifications in financial management or equivalent experience.

Responsibilities

• Manage an allocated caseload and progress customer matters.
• Speak with customers and families to understand financial needs.
• Assist with budgets, payments and short- to long-term financial arrangements.
• Respond to enquiries and resolve customer or stakeholder concerns.
• Liaise with families, service providers, government agencies and internal teams.
• Maintain accurate case notes, records and supporting documentation.
• Make appropriate decisions within policies and delegations.
• Escalate complex matters and significant complaints as required.
• Provide empathetic support to customers in vulnerable circumstances.
• Participate in a rotating telephone roster between 9:00am and 5:00pm.

Skills

Customer service

Case management

Financial services

Communication

Administrative skills

Empathy

Education

Financial management qualification

Job description

Newcastle | $27.20–$41.59 per hour + super | Monday to Friday

DFP Recruitment is seeking four experienced Client Service Officers to join a NSW Government organisation based in Newcastle.

This is an excellent opportunity for customer service or case management professionals who are confident supporting customers with complex or sensitive needs. You will manage an allocated caseload, respond to enquiries and help customers navigate their financial arrangements.

The position As a Client Service Officer, you will provide respectful, timely and customer-focused services to customers, their families and other stakeholders. You will work within established policies and decision-making frameworks while escalating more complex matters when appropriate.

Key responsibilities include:

• Managing an allocated caseload and progressing customer matters
• Speaking with customers and their families to understand their financial needs
• Assisting with budgets, payments and short- to long-term financial arrangements
• Responding to enquiries and resolving customer or stakeholder concerns
• Liaising with families, service providers, government agencies and internal teams
• Maintaining accurate case notes, records and supporting documentation
• Making appropriate decisions within established policies and delegations
• Escalating complex matters and significant complaints when required
• Providing empathetic support to customers who may be experiencing vulnerable circumstances
• Participating in a rotating telephone roster between 9:00am and 5:00pm

About youTo succeed in this position, you will ideally demonstrate:

• Previous experience in customer service, case management, financial services, community services or a similar environment
• Strong written and verbal communication skills
• The ability to communicate empathetically with customers experiencing complex or sensitive circumstances
• Experience managing competing priorities and an allocated workload or caseload
• Good judgement and the ability to work within policies, procedures and delegations
• Strong administrative skills and attention to detail
• Confidence handling challenging conversations and escalating matters appropriately
• Relevant tertiary qualifications in financial management or substantial equivalent experience

Experience within government, disability services, community services, insurance, banking, financial hardship or a regulated customer service environment would be highly regarded.

• Location: Newcastle NSW
• Work arrangement: Fully office-based
• Hours: Monday to Friday, 9:00am–5:00pm
• Contract end date: 30 October 2026
• Pay rate: $27.20–$41.59 per hour plus super, depending on experience

Although the initial contract is due to finish on 30 October 2026, there is a strong possibility that the assignment will be extended or continue beyond this date. Any extension cannot be guaranteed.

The successful applicants will be required to complete reference and relevant pre-employment checks.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via [e-mail] or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.