Client Service Officer

Government client (agency undisclosed); Newcastle City Council; On-site; AUD 37,000 - 58,000; Full time

Job summary

NSW Government in Newcastle is seeking experienced Client Service Officers to manage caseloads, respond to enquiries and help customers navigate financial arrangements. You will work within established policies and escalate complex matters when needed.

The role supports customers, families and stakeholders with timely, respectful service, operating 9:00am–5:00pm, Monday to Friday, in an office-based environment. Experience in government or financial services is highly regarded.

Qualifications

• Experience in customer service, case management or financial services.
• Ability to handle sensitive or complex needs with empathy.
• Strong written and verbal communication and attention to detail.
• Ability to manage competing priorities and allocated workload within policies.

Responsibilities

• Manage an allocated caseload and progress customer matters.
• Speak with customers and families to understand financial needs.
• Assist with budgets, payments and financial arrangements.

Skills

Customer service

Case management

Financial services

Community services

Written and verbal communication

Empathy

Prioritisation

Administrative skills

Education

Tertiary qualification in financial management

Job description

Client Service Officer - NSW Government 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-5:00pm

About you

• 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.

Position details

• 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.