Senior Client Service Officer - Customer Specialist Centre

Senior Client Service Officer – Customer Specialist Centre – NSW Trustee and Guardian

Ongoing. 35 hours per week.
Location: Surry Hills.
Clerk Grade: 5/6 Base Salary $93,295 pa to $102,941 plus superannuation, and annual leave loading.

This role is based in our Customer Specialist Centre at Surry Hills. The role requires full-time attendance in the office, 5 days per week, with a possibility of 1 day work from home, subject to the team's needs. The role also requires 8.30 am commencement time, a few times per week, subject to a duty roster.
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.
About the team NSW Trustee & Guardian can be appointed by a court or tribunal to manage a person's finances and legal 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 Foundation team, Proactive Customer Management team and Customer Independence and Support team.
The Customer Specialist Centre is attached to the Proactive Customer Management Team and provides face-to-face intensive financial management, and other support services to some of NSW Trustee and Guardian's most vulnerable customers.
About the role This role supports the Customer Specialist Centre (CSC) team to deliver face to face, intensive financial management services that are high quality, timely, effective, customer-centred that align to NSW Trustee & Guardian's Customer Excellence Principles. The CSC works collaboratively with customers to provide empowerment through financial decision making.
As a Senior Client Service Officer, you will:

Communicate and engage with customers to understand their financial needs and aspirations to allow you to build and manage appropriate budgets.
Build rapport and consult with the customers on an ongoing basis.
Manage a complex case load involving making financial decisions on customer's asset portfolios.
Actively participate in a phone roster and assist colleagues to provide high-quality customer service.
Work with key stakeholders such as family members, service professionals and providers to negotiate appropriate options and positive outcomes for the person.
Inspire our Client Service Officers by guiding them how to provide a customer-centric service that delivers insightful, personalised, and efficient financial management services.

Key accountabilities

Deliver high quality intensive face to face financial management services to customers to address immediate, medium and long-term customer needs.
Adopt a customer-centered approach, in line with NSW Trustee & Guardian's Customer Excellence Principles, with an emphasis on the provision of regular face to face/virtual/written customer contact to support upcoming financial decisions and provide information about the progress of decisions and avenues for review.
Provide integrated and consistent customer services by working closely with Estate Management, Estate Planning & Administration divisions, the Public Guardian and other NSWTG divisions.
Access the required systems and processes to support the management of customers matters and actively suggest improvements.
Report to the Principal Client Services Officer, Manager, Proactive Customer Management & Customer Specialist Centre and ensure timely escalation of any issues as needed to ensure better quality of service.
Escalate complex or contentious issues to the Manager, Proactive Customer Management & Customer Specialist Centre and provide regular reports to management, identifying customer trends and outcomes and recommending areas for improvement.
Supervise and assist Client Service Officers, including providing support, advice and direction in relation to complex cases and customer situations.
Exemplify high performance through role modelling NSW Trustee & Guardian's Customer Excellence Principles, values and behaviours.

About you Our ideal candidate:

Has experience and is passionate about supporting people with disability, vulnerable or older people. It is highly desirable for candidates to have experience in the community services sector.
Is a strong communicator and can work effectively with customers from a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system.
Has strong collaboration skills that will allow you to build & develop working relationships and open channels of communications across all teams in the Estate Management Division, other NSW Trustee & Guardian divisions and external stakeholders.
Has a positive "can-do" attitude and is self-motivated.

Essential requirements

Tertiary qualifications and/or demonstrated equivalent industry or professional experience in relevant area.
Understanding of NSW Trustee & Guardian's key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
Willingness to have phone calls and team email accounts monitored for quality assurance.

What we offer NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

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 To apply for this role:

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


Describe a situation where you have worked within a team, in a high-volume working environment with competing and conflicting deadlines and competing priorities to deliver your own results and also contributing to the overall team outcomes. What strategies did you use, what were your targets and what was the outcome?
This role requires you to work with people with a disability who are experiencing high risk lifestyle, including vulnerability to homelessness, substance misuse or contact with the criminal justice system. You are required to work with compassion, patience and effective communication skills to manage their finances. Sometimes, you may need to deliver news that is not consistent with the customer's wishes. Describe a time where you had to make a decision with which the customer disagreed. How did you explain the decision? What was the outcome?

Closing date Applications close 11:59pm, Sunday 24 November 2024.
For enquiries about the role, please contact Angela Kazonis, Manager Proactive Customer Management 4, Estate Management via email: ******.
For enquiries about the recruitment process, please contact Antonio Caswell, Talent Advisor via email: ******.
Please do not send your applications directly via email, LinkedIn or SEEK. Only applications submitted via the online portal will be accepted.
Please note:

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