Looked After Children Team Manager | Social Work Leader

Sanctuary Personnel; Sydney; Hybrid; AUD 103,000 - 114,000; Full time

Benefits offered by this job

Flexible work options

Leave options up to 24 days

Career development

Fitness Passport

Employee assistance program

Annual flu vaccinations

Job summary

NSW Trustee and Guardian is seeking a Senior Client Service Officer (Client Establishment) to join the Parramatta team. This ongoing full‑time role handles complex enquiries, coordinates documentation, and supports establishment of estates, trusts and Power of Attorney matters, with a hybrid work option after three months.

You will mentor junior staff, liaise with legal and professional services to achieve quality outcomes for customers, and ensure timely processing.

Qualifications

• Strong financial acumen and problem-solving skills.
• Ability to prioritise work and meet deadlines.
• Excellent interpersonal and customer service skills.
• Clear communication and collaboration across teams.
• Willingness to rotate across Estate Planning and Administration teams.

Responsibilities

• Process applications and conduct complex investigations.
• Interpret Wills and other legal documents and relevant legislation.
• Collaborate with legal and professional services to achieve quality outcomes.
• Review and resolve complex matters and substantial complaints.
• Provide mentorship to junior staff within the team.
• Answer enquiries via phone, email, mail and in person about estates, trusts, and POA matters.
• Provide general guidance about NSWTG processes and requirements.

Skills

Financial acumen

Prioritisation

Interpersonal skills

Customer service

Communication

Team mentoring

Job description

Senior Client Service Officer (Client Establishment) – NSW Trustee and Guardian

Ongoing full‑time vacancy. 35 hours per week.

Location: Parramatta. After three (3) months of employment, a hybrid working arrangement is available: working from home up to two (2) days per week, subject to business requirements.

Clerk Grade: Level. Base salary $102,936 p.a. to $113,579 p.a. plus 12% superannuation and annual leave loading.

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

The Estate Planning and Administration division is responsible for delivering NSW Trustee and Guardian’s commercial services in Will making, as trustee, attorney, and as administrator/executor of deceased estates.

The senior client service officer role is part of the frontline team handling a wide variety of enquiries from customers, stakeholders and members of the public for all new estate, trust and Power of Attorney (POA) matters. This is a fast‑paced role where the senior client service officer is required to manage a large volume of inbound correspondence, make appropriate investigations and work on a large cohort of complex matters at various stages of the establishment process at any one time.

You will also support the Principal Client Service Officer, guide Client Service Officers, collaborate with specialist teams and be willing to lead the Client Establishment team when required.

What you’ll do

• Processing applications, undertaking complex investigations, coordinating the request for documentation and data entry into NSWTG systems.
• Interpretation of complex Wills and other legal documents and relevant legislation.
• Working closely with legal and professional services and subject matter experts to achieve quality outcomes focused on customer needs.
• Review and resolve complex matters and substantial complaints, escalating matters requiring higher‑level guidance, intervention or approval as appropriate.
• Attending to transactional and minor accounting work.
• Providing mentorship and coaching to junior staff within the team.
• Answering enquiries over the phone, via email, mail and face‑to‑face relating to the establishment of complex estates, trusts, and POA matters.
• Providing general advice to members of the public and other stakeholders about NSWTG processes and requirements.

About you

• Strong financial acumen, initiative and problem‑solving skills, coupled with a demonstrated ability to prioritise work and meet deadlines.
• Understanding of, or willingness to acquire knowledge of the procedures and practices specific to administration of Estates, Trusts and Powers of Attorney.
• Understanding of, or willingness to acquire knowledge of the personal trustee industry in the administration of Estates, Trusts and Powers of Attorney matters.
• Understanding of, or willingness to acquire understanding of relevant legislation including NSW Trustee and Guardian Act, Succession Act, Probate and Administration Act and Trustee Act or evidence of having worked in a highly regulated environment.
• Excellent interpersonal, customer service, communication and collaboration skills that will allow you to build and develop working relationships and open channels of communication across all teams in the Estate Planning and Administration division, other NSW Trustee and Guardian divisions and external stakeholders.
• An ability to be a flexible and adaptable individual who is willing to rotate across all teams within Estate Planning and Administration division to ensure optimum service is delivered to customers.

What we offer

• 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.

How to apply

• Complete the online application.
• Submit a resume (maximum five pages).
• Submit a brief cover letter (maximum two pages) outlining your skills, experience and suitability.

Applications close 11:59pm, Wednesday 18 November 2026.