Client Service Officer

Charter Diligence; Sydney; On-site; AUD 46,000 - 66,000; Full time

Job summary

Charter Diligence is seeking two Client Service Officers to support financial management services in a NSW Government environment. Office-based, five days a week, 9:00 am to 5:00 pm, located in Parramatta and Newcastle.

You will respond to enquiries, explain processes, and assist privately appointed financial managers with responsibilities and documentation. Ideal candidates have strong communication, a genuine interest in helping vulnerable communities, and experience in customer service or

Qualifications

• Experience in customer service or contact centre roles.
• Ability to explain processes and financial management requirements clearly.
• Demonstrated attention to detail in records and documentation.
• Proficiency with MS Office and basic CRM systems.

Responsibilities

• Respond to telephone and email enquiries from clients and stakeholders.
• Explain service processes and financial responsibilities within guidelines.
• Provide accurate information about private financial managers' obligations.
• Assist with processing and maintaining financial management account information.
• Monitor inboxes, direct requests to appropriate staff, and log interactions.
• Maintain client records and ensure privacy and compliance.
• Escalate sensitive matters to senior team members as needed.
• Collaborate with colleagues to maintain service standards.

Skills

Customer service

Communication skills

MS Office

Call center experience

Data entry

Education

Business administration/Finance/Community services degree

Tools

CRM systems

Microsoft Excel

Email platforms

Job description

Our Client

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.

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.

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 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.