Client Service Officer - Customer Foundation

NSW Department of Communities and Justice; Parramatta; Hybrid; AUD 87,000 - 95,000; Full time

Benefits offered by this job

Superannuation

Leave loading

Hybrid work options

Job summary

NSW Trustee and Guardian in Parramatta, NSW, is seeking a Client Service Officer (Customer Foundation) to support customers under financial management orders and work with people in challenging circumstances.

You will onboard new customers, gather information, manage a caseload and coordinate with families, carers and internal teams. This role offers hybrid work and a salary band of AUD 87,199 to 95,482 plus superannuation.

Qualifications

• Tertiary qualifications relevant to financial management and/or extensive equivalent experience.
• Willingness to participate in rotating phone roster covering morning and afternoon shifts between 9.00 am and 5.00 pm.
• Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, including participation in one-to-one review sessions for calls and emails

Responsibilities

• Onboard new customers by gathering relevant information about their finances and personal circumstances.
• Manage a customer caseload, develop action plans, process financial transactions and coordinate with families, carers, service providers and internal teams.
• Maintain accurate records, balance competing priorities, exercise sound judgement and escalate complex or sensitive matters as needed.
• Provide customer-focused support and clear communication about financial information and processes.

Education

Tertiary qualifications relevant to financial management or extensive equivalent experience

Job description

Client Service Officer - Customer Foundation

Department: Customer Foundation

Department/Agency: NSW Trustee and Guardian

Location: Parramatta, NSW, AU, 2150

Client Service Officer (Customer Foundation) – NSW Trustee and Guardian

New year. New career. Make a difference through meaningful, customer-focused work.

• We have a number of ongoing and temporary roles available now, plus the chance to join a talent pool for upcoming ongoing and temporary vacancies.
• Location: Parramatta. Flexible and hybrid working options available.
• Clerk Grade: 3/4. Base salary $87,199 to $95,482 per annum, plus superannuation, plus leave loading
• As part of the recruitment process, shortlisted candidates will be invited to attend an in-person assessment centre in Parramatta on 7 December 2026.

About Us

At NSW Trustee and Guardian our purpose is to support the rights, welfare, and interests of the people of NSW. The agency supports the NSW Trustee, the Public Guardian and the Commissioner of Dormant Funds to carry out their statutory functions. We do this by providing a range of customer-centred services, including Will-making, trustee, financial management and guardianship services, including some for the state’s most vulnerable people.

We support over 50,000 customers annually and manage almost seven billion dollars in customer assets. A NSW government agency within the Communities and Justice Portfolio, our services help support and protect people at critical moments in their lives.

Our commitment to diversity

Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTQIA+ community and people from culturally diverse backgrounds.

About the team

NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person’s financial affairs if their decision-making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams deliver high-quality financial management services to customers through our Foundation Team, Proactive Customer Management Team and Customer Independence and Support Team.

About the role

As a Client Service Officer in the Customer Foundation team, you will be one of the first points of contact for new customers under a financial management order. You will work with people who may be experiencing challenging or vulnerable circumstances, taking the time to understand their individual situation, financial needs and existing supports.

You will onboard new customers by gathering relevant information about their finances and personal circumstances. You will manage a customer caseload, develop action plans, process financial transactions and work with families, carers, service providers and internal teams to establish appropriate arrangements for each customer.

This is a varied role where you will balance competing priorities, maintain accurate records, use sound judgement and identify when complex or sensitive matters need to be escalated. Your work will help establish a strong foundation for the ongoing management of customers’ financial affairs.

You are a customer-focused professional who is organised, communicates clearly and is comfortable working with financial information, processes or transactions.

You enjoy helping people and can work with customers to understand their individual circumstances and needs. You can manage competing priorities, use sound judgement, solve practical problems and know when to seek guidance.

You will thrive in this role if you enjoy working with financial information and providing practical support to customers, including those who may be experiencing challenging circumstances.

If this sounds like you, we would love to hear from you.

• Tertiary qualifications relevant to financial management and/or extensive equivalent experience.
• Willingness to participate in a rotating phone roster covering morning and afternoon shifts between 9.00 am and 5.00 pm.
• Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, including participation in one-to-one review sessions for calls and emails

What we offer

NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

• work-life balance with flexible work options (working from different work locations, variable start/finish times, job sharing)
• various leave options (recreation, parental, and flex leave of up to 24 days per year)
• career development including study leave and acting opportunities
• access to Fitness Passport and employee assistance program, and annual flu vaccinations

Be part of something bigger. For more information about joining us, visit the Careers page on our website.

To be eligible for ongoing employment in NSW Trustee and Guardian, you must be an Australian or New Zealand citizen, or an Australian permanent resident.

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice applications and interview questions based on the focus capabilities listed in the role description.

• Offers of employment will be subject to reference checks and relevant clearances.
• A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.

Thank you for your interest in this role. We look forward to receiving your application.