Client Service Officer

Charter Diligence Pty Ltd; Sydney; On-site; AUD 55,000 - 61,000; Full time

Benefits offered by this job

Early cash advances on approved timesc

Job summary

Charter Diligence Pty Ltd is seeking two Client Service Officers to support NSW Government financial management services. You will respond to inquiries, provide information on responsibilities, and help ensure requests are processed accurately and respectfully.

Role offers office-based work in Parramatta and Newcastle, with a 35-hour week, Monday–Friday 9:00–17:00, ASAP start. You will maintain records, escalate complex matters, and support service delivery while upholding privacy and

Qualifications

• Experience in customer service or contact centre operations.
• Strong verbal and written communication skills.
• Ability to handle sensitive enquiries with empathy and discretion.
• Experience with financial administration or government service delivery is valued.

Responsibilities

• Respond to telephone and email enquiries from clients and financial managers.
• Explain service processes and responsibilities within established guidelines.
• Assist with processing and maintaining financial management accounts and documentation.
• Maintain accurate client records and update databases in line with privacy requirements.
• Collaborate with colleagues to ensure timely, quality customer service.

Skills

Communication

Customer service

Data entry

Record keeping

Education

Business administration or related discipline

Tools

Microsoft Office

Job description

Our client is a NSW Government organisation delivering trustee, guardianship and financial management services to support people who may require assistance managing their personal, financial or legal affairs. The organisation plays an important role in protecting the interests of older people, people living with disability and other vulnerable members of the community.

You will join a service-focused team responsible for supporting privately appointed financial managers and helping them understand their responsibilities, legal authority and obligations. The environment values professionalism, empathy, accountability and the delivery of accessible, reliable services to 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 around if they’re already a Charter Diligence Contractor — chances are, they’re already benefiting from the support we provide.

About the Role

We are seeking two customer-focused Client Service Officers to support financial management services within a NSW Government environment. This opportunity is suited to candidates with strong communication skills and an interest in financial administration, community services or supporting people who may be experiencing vulnerability.

You will respond to enquiries, assist privately appointed financial managers with information about their responsibilities and help ensure requests are handled accurately, respectfully and in accordance with established procedures. Depending on business requirements, you may be assigned to a team specialising in financial management accounts or operational support.

This position offers an opportunity to contribute to meaningful community outcomes while developing experience in government service delivery, financial administration and stakeholder support.

• Position: Client Service Officer x 2
• Rate: $40.80 per hour + superannuation (PAYG)
• Locations: Parramatta and Newcastle, NSW
• Working Hours: Monday to Friday, 9.00 am to 5.00 pm, with 35 hours per week

Contract Details

• Position: Client Service Officer x 2
• Rate: $40.80 per hour + superannuation (PAYG)
• Locations: Parramatta and Newcastle, NSW
• Working Arrangement: Office-based, five days per week
• Working Hours: Monday to Friday, 9.00 am to 5.00 pm, with 35 hours per week
• Start date: ASAP

Key Responsibilities

• Respond to telephone and email enquiries from privately appointed financial managers, clients and other relevant stakeholders.
• Explain relevant service processes, financial management responsibilities and administrative requirements within the scope of established guidelines.
• Provide accurate information about the authority and obligations of private financial managers, referring complex matters to the appropriate team.
• Assist with processing, reviewing and maintaining financial management account information and associated documentation.
• Monitor shared inboxes, manage incoming requests and ensure enquiries are directed to the appropriate staff for timely resolution.
• Maintain accurate client records, update databases and document interactions in accordance with record keeping and privacy requirements.
• Identify enquiries requiring escalation and refer sensitive or complex matters to senior team members.
• Communicate respectfully with older people, people living with disability and individuals who may require additional assistance accessing services.
• Support day-to-day administrative activities, including document preparation, data entry, record verification and follow-up of outstanding requests.
• Participate in a rotating telephone roster covering morning and afternoon shifts during standard business hours.
• Follow established service standards, policies, procedures and confidentiality requirements when managing customer information.
• Participate in call and email quality assurance reviews, coaching sessions and training activities to support continuous improvement.
• Collaborate with colleagues to manage workloads, share information and maintain consistent customer service standards.
• Identify recurring customer concerns and contribute suggestions to improve service delivery, communication and administrative processes.

About You

• Demonstrated experience in customer service, contact centre operations, financial administration, community services or a similar client-facing role.
• Strong verbal and written communication skills, with the ability to explain information clearly and professionally.
• A genuine interest in supporting older people, people living with disability and other members of the community who may be vulnerable.
• Ability to handle sensitive enquiries with empathy, patience, discretion and sound judgement.
• Experience managing telephone enquiries, shared email accounts, customer requests and administrative follow-up.
• Strong attention to detail when entering information, maintaining records and handling financial or personal documentation.
• Good organisational skills and the ability to manage competing priorities in a structured, service-driven environment.
• Confidence using Microsoft Office applications, email platforms, spreadsheets and customer or records management systems.
• Ability to follow policies, procedures and established escalation pathways while recognising when additional support is required.
• Willingness to participate in a shared telephone roster and have calls and emails monitored for quality assurance and training purposes.
• Openness to receiving feedback and participating in individual coaching and performance review sessions.
• Previous exposure to financial management, banking, accounts administration, disability services, aged care, social welfare or government service delivery will be highly regarded.
• An understanding of privacy, confidentiality and respectful service delivery when working with people experiencing vulnerability is desirable.
• A relevant qualification in business administration, finance, community services or a related discipline is advantageous but not essential where equivalent experience can be demonstrated.
• A current National Criminal Record Check and two satisfactory referee checks will be required as part of the recruitment process.
• Applicants must have valid working rights in Australia for the duration of the engagement. Sponsorship is not available. Australian citizenship, permanent residency or an appropriate long-term Australian working visa is required.

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.

Additional information

• $40.80/hr + super
• Immediate Start | Contract
• Parramatta and Newcastle | Office Based