Client Service Officer - Customer Engagement (Estate Management)

Client Service Officer (Customer Engagement) - Estate Management – NSW Trustee and Guardian

35 hours per week.

Location : This role is based in Newcastle office 3 days per week and 2 days working from home.

Clerk Grade : Level 3 / 4. Base salary $84,659 p.a. to $92,701 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. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers’ lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.

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 LGBTI community and people from culturally diverse backgrounds.

About the Division

NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person’s financial affairs if their decision‑making ability is impaired due to disability, age, mental illness or injury. Our Estate Management teams deliver high quality financial management services to customers through our customer facing and support teams.

About the role

Provide high quality specialist services for Estate Management customers utilising expert specialist knowledge to deliver a courteous, accurate and efficient resolution to customer enquiries via phone, email, face‑to‑face, online click‑to‑chat and / or other channels. This role must consistently demonstrate exemplary customer service in line with NSW Trustee and Guardian Customer Excellence Principles.

As a Client Service Officer (Customer Engagement), you will :

Respond to inbound enquiries through a range of mediums including phone, email, face‑to‑face, online click‑to‑chat and / or other channels and resolve them based on the knowledge of Estate Management operating practices, policies and procedures, or by transfer to an appropriate staff member.

Develop and maintain a thorough knowledge of Estate Management operating practices, systems, policies and procedures to provide accurate, effective and high‑quality customer service consistent with NSW Trustee and Guardian’s Strategy, business requirements and as assessed by internal quality reviews.

Use trauma‑informed communication and de‑escalation techniques with vulnerable customers—including those experiencing grief, addiction, or mental illness—while maintaining a courteous and friendly manner across all channels to foster positive relationships and prioritise client satisfaction, as measured through feedback.

Contribute to the division in performing client services activities as required by providing empathetic, high‑quality financial management services by engaging with customers to understand their needs and aspirations, resolving concerns and making decisions consistent NSW Trustee and Guardian Act 2009.

Accurately create, update and maintain Estate Management and NSW Trustee and Guardian customer, interaction and transaction records.

Resolve customer complaints from complex agency transactions, accurately escalating unresolved issues, while contributing to continuous improvement by identifying and implementing opportunities to enhance work processes.

Balance service quality with operational efficiency by adhering to agreed service standards, KPIs, and workforce processes (e.g. adherence, occupancy, and resolution metrics).

The ideal candidate will demonstrate the following skills, knowledge and experience :

Has sound experience in Commerce, Finance, Economics, Accounting or related discipline.

Experience in high volume, customer focused call centres with excellent communication skills.

Experience in the use of computerised telephone systems, switchboards or similar systems.

Has experience and is passionate about supporting people with disability, vulnerable and older people.

Can proactively promote a positive work culture that drives for results.

Loves to problem solve and adopts a solution focused approach to your work.

Has strong collaboration skills that will allow you to build and develop working relationships and open channels of communications across all teams in the Estate Management Division, other NSW Trustee and Guardian divisions and external stakeholders.

Has the ability to successfully deliver results whilst managing multiple competing priorities for our customers.

Sound like you? We would love to hear from you!

Tertiary qualifications Commerce, Finance, Economics, Accounting or related discipline.

Ability to meet telephone operational hours, for the provision of NSW Trustee and Guardian services for internal and external customers, between 8 : 30am and 5 : 00pm, Monday to Friday.

Experience in the use of computerised telephone systems, switchboards or similar systems.

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 email.

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.

How to apply

To apply for this role :

Complete the online application

Submit a resume (maximum five pages)

Submit a brief cover letter (maximum two pages) outlining your skills, experience and suitability

Answer the following targeted questions (maximum 2 pages total) :

Please describe a recent experience in a high‑volume customer service environment where you managed enquiries across multiple channels (such as phone, email, face‑to‑face, or online). How did you prioritise competing tasks and maintain service quality, especially when dealing with challenging or vulnerable customers?

Please describe a recent situation where you managed a customer complaint from someone dissatisfied with the service they received. How did you communicate with the customer (e.g., phone, email, face‑to‑face, or online), what specific steps did you take to resolve their concerns, and what was the outcome? In your response, please highlight any techniques you used to de‑escalate the situation and ensure a positive customer experience.

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice applications and interview questions based on the focus capabilities listed in the role description.

Please do not send your applications directly via email, LinkedIn, or SEEK. Only applications submitted via the online portal will be accepted.

Offers of employment will be subject to reference checks and relevant clearances.

A talent pool may be created for future ongoing and temporary roles and is valid for 18 months.

Thank you for your interest in this role. We look forward to receiving your application.

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