Senior Client Service Officer (Client Establishment)

NSW Trustee and Guardian; Sydney; Hybrid; AUD 103,000 - 114,000; Full time

Benefits offered by this job

Hybrid work arrangement

12% superannuation

Annual leave loading

Job summary

NSW Trustee and Guardian is seeking a Senior Client Service Officer in Parramatta to join the Client Establishment team. You will manage inquiries for new estates, trusts, and Power of Attorney matters in a fast-paced environment, coordinating documentation and data entry into NSWTG systems.

You will interpret complex wills and liaise with legal teams to ensure quality outcomes focused on customer needs, mentoring junior staff and maintaining high service standards.

Qualifications

• Strong financial acumen and problem-solving skills with ability to prioritise work and meet deadlines.
• Understanding of processes for administration of Estates, Trusts and Powers of Attorney.
• Excellent interpersonal and communication skills for diverse stakeholders.
• Ability to collaborate across teams and provide guidance to colleagues.

Responsibilities

• Process applications and coordinate documentation for NSWTG systems.
• Interpret complex wills and relevant legislation with care.
• Collaborate with legal and professional services to achieve quality outcomes.
• Review and resolve complex matters and significant complaints; escalate as needed.
• Provide mentorship to junior staff and handle enquiries by phone, email, and in person.

Skills

Financial acumen

Customer service

Interpersonal skills

Communication

Collaboration

Flexibility

Problem solving

Prioritisation

Job description

• Ongoing full-time vacancy. 35 hours per week.
• Location: This role is based in Parramatta. This role has the option, after three (3) months of employment for a hybrid working arrangement, 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 teams administer assets in accordance with the functions and obligations under the relevant legislation and makes legal decisions within legal frameworks and NSWTG’s prescribed delegations. The division delivers high-quality service using a customer-centred approach and is delivered by:

• Trust and Powers of Attorney administration
• Intestate, Life Estates and Crime Confiscation/Civil Forfeiture administration
• Wills and Estate Planning

About the role

The Senior Client Service Officer role within the Client Establishment team 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.

This is an exciting opportunity that will see you:

• Processing applications, undertaking complex investigations, co-ordinating 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.

For more information about the position, view the role description.

About you

Applications are encouraged if you demonstrate the following skills, knowledge, and experience:

• 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.

This is an opportunity to contribute to a service with genuine community impact, broaden your expertise across complex client matters and take the next step in your client service career. You will work with experienced colleagues and specialist teams in an environment that values integrity, inclusion, accountability and continuous improvement.

• Willingness to be a part of a rotating phone roster shared on an equitable basis
• Willingness to have phone calls and team email accounts monitored for quality assurance and training purposes, and to participate in one-to-one review sessions for calls and emails.
• Understand the Department’s Flexible Working Hours Agreement and work within the required bandwidth.

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.

For ongoing roles

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.

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

For enquiries about the role, please contact Katie Moffitt, Principal Client Service Officer, Client Establishment via email: ************@tag.nsw.gov.au.

For enquiries about the recruitment process, please contact Antonio Caswell, Talent Acquisition Advisor via email: ***************@tag.nsw.gov.au.