Client Service Officer (Customer Service)

Charterhouse Partnership; City of Melbourne; On-site; AUD 74,000 - 84,000; Full time

Benefits offered by this job

Meaningful work

Supportive team

Parramatta location

Long-term extension

Job summary

Charterhouse Partnership is seeking a Client Service Officer in Parramatta, NSW for an office-based role. Immediate start on an ongoing contract (initially 1 month with extension) with 35 hours per week.

The role focuses on compassionate financial management support for vulnerable customers, with emphasis on empathy, accuracy and professionalism. You will manage a caseload, develop budgets, engage with customers and stakeholders, and ensure high-quality service while maintaining records and

Qualifications

• Strong customer service, case management or client support experience.
• Experience supporting people with disability, older persons, vulnerable individuals or complex client groups.
• Excellent communication and relationship-building skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage competing priorities and work within established policies and procedures.
• Compassionate, respectful and customer-focused approach.
• Intermediate computer skills and confidence using multiple systems.

Responsibilities

• Manage a caseload of customers requiring financial management support.
• Develop budgets, financial strategies and make substitute financial decisions on behalf of customers.
• Engage with customers and stakeholders to understand financial needs, circumstances and aspirations.
• Respond to enquiries and resolve issues in a timely, professional and empathetic manner.
• Deliver high-quality customer service aligned with customer excellence principles.
• Collaborate with internal teams to achieve positive customer outcomes.
• Maintain accurate records and utilise relevant systems and processes effectively.
• Escalate complex matters and complaints appropriately.
• Contribute to continuous improvement initiatives and team success.

Skills

Customer service

Case management

Client support

Communication

Relationship-building

Problem-solving

Decision-making

Prioritisation

Multi-system usage

Job description

Location: Parramatta, NSW (Office-based)

Rate: $41.50 per hour + Super

Contract: Immediate start - ongoing contract - initially 1 month with extension

Hours: 35 hours per week (7 hours per day) - Monday to Friday 9:00am - 5:00-m

About the Opportunity

We are seeking a dedicated and customer-focused Client Service Officer to join a team delivering essential financial management services to vulnerable members of the community.

This role offers the opportunity to make a meaningful difference by supporting customers and helping manage their financial affairs with care, empathy and professionalism.

Working within a supportive team environment, you will build strong relationships with customers, families and stakeholders while ensuring high-quality service outcomes.

Key Responsibilities

• Manage a caseload of customers requiring financial management support.
• Develop budgets, financial strategies and make substitute financial decisions on behalf of customers.
• Engage with customers and stakeholders to understand financial needs, circumstances and aspirations.
• Respond to enquiries and resolve issues in a timely, professional and empathetic manner.
• Deliver high-quality customer service aligned with customer excellence principles.
• Collaborate with internal teams to achieve positive customer outcomes.
• Maintain accurate records and utilise relevant systems and processes effectively.
• Escalate complex matters and complaints appropriately.
• Contribute to continuous improvement initiatives and team success.

About You

To be successful in this role, you will have:

• Strong customer service, case management or client support experience.
• Experience supporting people with disability, older persons, vulnerable individuals or complex client groups.
• Excellent communication and relationship-building skills.
• Strong problem-solving and decision-making abilities.
• The ability to manage competing priorities and work within established policies and procedures.
• A compassionate, respectful and customer-focused approach.
• Intermediate computer skills and confidence using multiple systems.

What's on Offer?

• Meaningful work supporting vulnerable members of the community.
• Supportive and collaborative team environment.
• Convenient Parramatta location.
• Contract extension - long term role

If you're passionate about delivering exceptional customer service and making a positive impact in people's lives, we'd love to hear from you.