Principal Client Service Officer

NSW Trustee and Guardian are recruiting now to establish a talent pool to fill future ongoing and temporary vacancies within Estate Management over the next 18 months

• Location: Regional, Rural and Metro NSW. Flexible working options available and subject to negotiation.
• Clerk Grade: 7/8 Base salary $106,025 pa to $117,363 p.a. plus super and annual leave loading.

This is a unique opportunity to join NSW Trustee and Guardian in a frontline leadership role providing exceptional customer service, and make positive differences to customers, their families, carers and important people in their lives.  

Our Estate Management Division delivers highly empathetic, customer-centred financial management services to some of the most vulnerable people in NSW. We are offering employment opportunities to ensure our customers are provided with responsive, timely and quality customer service. Opportunities are available across the division and the specific function of each team are detailed below.

About Us

At NSW Trustee and Guardian, we protect, promote and support the rights, dignity, choices and wishes of our customers. 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.

Estate Management - About the teams

The Estate Management division makes financial and legal decisions for people who are unable to on their own, or with support, when NSW Trustee and Guardian is appointed as their financial manager by a court or tribunal. The team also oversees people who are appointed to privately manage the finances of another person. The division delivers high quality financial management service using a customer-centred approach and is delivered by:

• Customer Foundation – The Customer Foundation Team is responsible for the high-quality onboarding of new customers where a financial management order has been made. The team works with the customer, and important people in their life, to ensure NSW Trustee and Guardian has a detailed understanding of the customer’s priorities, ongoing needs and financial situation, and makes financial decisions that support customers into the future.
• Customer Independence and Support - The Customer Independence and Support Team works closely with customers in developing strategies to increase their capability to manage their finances and regain financial independence. The Customer Independence and Support team also finalises matters where a customer is no longer subject to a Financial Management Order or is deceased.
• Private Management – The Private Management team provides oversight and support to privately appointed financial managers (private managers) who are responsible for managing the financial and legal affairs of someone who is not able to make decisions on their own. The role of the Private Management team includes oversight of major decisions a Private Manager is proposing to make, review of annual accounts as well as advice and support to financial managers.
• Proactive Customer Management - The Proactive Customer Management Team is responsible for complex and critical estates and engages with financial management customers, and their support network, when making financial decisions on their behalf, including the development and review of financial strategies and budgets.
• Customer Specialist Centre – The Customer Specialist Centre is attached to the Proactive Customer Management Team and provides face-to-face intensive financial management, and other support services from a shopfront to some of NSW most vulnerable people.

About the roles

The Principal Client Service Officer delivers quality decision-making and support to customers that is consistent with NSW Trustee and Guardian’s Customer Excellence Principles. As a Principal Client Service Officer, you will lead and drive positive team performance, a customer-centred culture and a professional, efficient and effective working environment by delivering reliable and consistent service.

If you are successful in this recruitment, you may be assigned to any of the roles listed below or placed on a talent pool.

For more information, view the role description and below:

Principal Client Service Officer (Customer Foundation)

Principal Client Service Officer (Customer Independence & Support)

Principal Client Service Officer (Customer Specialist Centre)

Principal Client Service Officer (Private Management Accounts)

Principal Client Service Officer (Private Management Support)

Principal Client Service Officer (Proactive Customer Management)

Estate Management - About you

The ideal candidate:

• has experience in developing and leading a high performing team with a culture of accountability. As a leader, you would be able to supervise and provide advice to your team.
• 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.
• is an excellent communicator with the ability to work effectively with customers in a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system.
• 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.
• highly motivated and self-driven to provide excellent customer service in a human service environment with also a strong commitment to supporting customers.
• has the ability to successfully deliver results whilst managing multiple competing priorities for our customers.

Sound like you? Apply now

Essential requirements

• Understanding of NSW Trustee and Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
• Tertiary qualifications and/or demonstrated equivalent industry or professional experience in relevant area.
• 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.

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 about joining us, visit the Careers page on our website.
 

How to apply

• complete the online application  
• attach a resume (max. five pages) 
• attach a cover letter (max. two pages) outlining your skills, experience and suitability for the role 
• address the essential requirements above and the two targeted questions below (max. two pages) 

Targeted questions:

1. Using an example of a team/unit plan that you have developed - how did you allocate resources and what was your rationale?
2. How do you promote a sense of purpose within the team and enable them to understand the strategic direction of the organisation. Provide an example?

Read: writing your job application for tips with the application process.

Closing date:

Applications close: 11:59pm Tuesday 8th October 2024

Please note: Shortlisting and interviews will not be conducted until October 2024.

For enquiries, please contact the Workforce Services team at 

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

Please note:

• 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.
• If you need an adjustment in the recruitment process, please contact People and Culture via email at