Client Services Officer

Mane; City of Parramatta; On-site; AUD 65,000 - 80,000; Full time

Job summary

Mane in Parramatta is seeking a Client Service Officer to manage a caseload of clients and deliver high‑quality, empathetic, timely services within a government financial services setting. You’ll communicate with clients to understand their financial needs, collaborate with internal teams, and maintain accurate records while contributing to process improvements on a rotating phone roster.

Join a structured, policy‑driven team focused on customer excellence and making a meaningful impact for

Qualifications

• Experience in a customer-focused environment.
• Excellent verbal and written communication skills.
• Ability to build rapport and understand client needs.
• Comfortable working in a policy-driven, structured setting.

Responsibilities

• Communicate with clients to understand their financial needs and build rapport.
• Deliver empathetic, consistent, and timely services aligned with Customer Excellence Principles.
• Collaborate with internal teams to ensure coordinated and customer-focused outcomes.
• Escalate complex matters to senior staff as appropriate.
• Maintain accurate records and suggest process improvements.
• Participate in a rotating phone roster and quality assurance reviews for calls and emails.

Skills

Customer-focused

Strong communication

Interpersonal skills

Attention to detail

Job description

About the Company:

Join a government organisation that plays a vital role in supporting vulnerable individuals across NSW.

Based in Parramatta, this full-time, on-site role offers the chance to make a meaningful impact through customer-focused financial services.

This agency provides essential services including estate planning, and financial management, supporting over 47,000 clients and managing more than $6 billion in assets annually. The division you’ll join focuses on financial decision‑making for individuals and join a team working closely with clients and their families to develop tailored financial management services and strategies.

About the role:

As a Client Service Officer, you’ll manage a caseload of clients, delivering high-quality, empathetic, and timely services. You’ll be responsible for:

• Communicate with clients to understand their financial needs and build rapport.
• Deliver empathetic, consistent, and timely services aligned with Customer Excellence Principles.
• Collaborate with internal teams to ensure coordinated and customer-focused outcomes.
• Escalate complex matters to senior staff as appropriate.
• Maintain accurate records and suggest process improvements.
• Participate in a rotating phone roster and quality assurance reviews for calls and emails.

About you:

• Experience working with or supporting people in a customer focused environment.
• Strong communication and interpersonal skills, with a customer-first mindset.
• Ability to manage competing priorities and deliver consistent service.
• Comfortable working in a structured, policy-driven environment.
• Willingness to participate in phone rosters and quality review sessions.
• High attention to detail and a collaborative approach to team work.

If you’re ready to bring your empathy, professionalism, and service mindset to a role where it truly matters, we’d love to hear from you.