Principal Client Service Officer

About the Organisation NSW Trustee and Guardian protects, promotes, and supports 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. About the Role One ongoing full‑time opportunity Talent pool created for future opportunities Location: Parramatta – flexible and hybrid working options available Clerk Grade: 7 / 8 Base salary: $106,025 pa to $117,363 pa plus super and annual leave loading This is a unique opportunity to join NSW Trustee and Guardian in a frontline role to provide exceptional customer service and make important, positive differences to our customers, their families, carers, and other important people in their lives. About the Team The Trust Administration team administers trusts where NSW Trustee and Guardian is the appointed trustee. Trusts under administration include damages trusts, trusts for young people, testamentary trusts and trusts for people with disability. The Trust Administration team is supported by solicitors, accountants and financial planners. Principal Client Service Officer – Role Overview As a Principal Client Service Officer (PCSO) you will provide leadership and management of the Trust Administration team to ensure trusts are administered in compliance with NSW Trustee and Guardian policies and procedures. You will also be responsible for delivery of the service to the beneficiaries of the trust in accordance with legal requirements, policies and procedures, and in line with customer service standards. Key Responsibilities Make decisions within clearly defined delegations Oversee operations of the team, including managing performance and productivity, ensuring customer service delivery standards are adhered to and identifying process improvements Lead the team through staff resourcing, team briefings, mentoring, staff development and coordination of training as required Handle complaints and provide advice to managers and senior leadership team as needed The Ideal Candidate Will Possess Experience in developing and leading a high‑performing team and promoting a culture of accountability, customer service excellence and proactive file management A high‑level understanding of procedures and practices specific to the administration of estates, trusts and powers of attorney Strong knowledge of the personal trustee industry and practical experience in the administration of estates, trusts and powers of attorney matters, including the legal and legislative framework Strong collaboration skills The ability to be agile, resilient and problem‑solve Excellent time‑management skills with the ability to prioritise and meet deadlines Excellent written and verbal communication skills Essential Requirements Tertiary qualifications and/or demonstrated equivalent industry or professional experience in the relevant area Understanding of NSW Trustee and Guardian’s key services and customer base, including experience working with and supporting people with disability, vulnerable or older people 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 Our Commitment to Diversity Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities, including women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community, and people from culturally diverse backgrounds. What We Offer Work‑life balance with flexible work options including flex leave Leave options including 14 weeks’ parental or adoption leave Career development including access to study leave Fitness Passport Sound like you? Apply now Talent Pool If you succeed in this recruitment, you may be assigned to the above‑mentioned role or placed in a talent pool. Principal Client Service Officer (Estate Planning & Administration) For more information, view the role description below. Be part of something bigger. For more about joining us, visit the Careers page on our website. #J-18808-Ljbffr