Client Services Officer

Mane Consulting; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

The NSW Government in Parramatta is seeking a Client Service Officer to join our on-site team. This full-time role focuses on delivering high-quality, empathetic financial services to clients and their families, with strong emphasis on accuracy and timely responses.

You will manage a caseload, communicate clearly, and collaborate with internal teams to ensure coordinated outcomes. A customer-first mindset and attention to detail are essential.

Qualifications

• Experience in customer-focused environments.
• Strong communication and interpersonal skills.
• Ability to manage competing priorities with consistent service.
• Comfortable in a policy-driven framework.
• Willingness to participate in rosters and quality reviews.

Responsibilities

• Manage a caseload of clients and deliver timely services.
• Communicate with clients to understand financial needs and build rapport.
• Collaborate with internal teams for coordinated outcomes.
• Escalate complex matters to senior staff as needed.
• Maintain records and contribute to process improvements.
• Participate in phone rosters and quality assurance reviews.

Skills

Customer service

Communication

Interpersonal skills

Time management

Attention to detail

Job description

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.