AddressClient Service Officer – NSW Trustee & Guardian
Current and future ongoing full-time vacancies.
Location: Regional, Rural and Metro NSW. Flexible working options available and subject to negotiation.
Clerk Grade: 3/4. Base salary $74,117 to $81,158 p.a. plus superannuation and annual leave loading.
This is a unique opportunity to join NSW Trustee & Guardian in a frontline role to provide exceptional customer service, and make important, positive differences to our customers, their families, carers and important people in their lives.
Our Estate Management and Estate Planning & Administration Divisions deliver highly empathetic, customer-centred financial management, trustee, executor and attorney services to the community and to some of the most vulnerable people in NSW. We are going through an exciting time of growth and will be offering additional employment opportunities to ensure our customers are provided with responsive, timely and quality customer service. Opportunities are available across both divisions and the specific functions of each division are detailed below.
About us
At NSW Trustee & 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.
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 & 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
Customer Independence & Support
Customer Specialist Centre
Private Management
Proactive Customer Management
We currently have ongoing and temporary roles across the Customer Foundation, Independence & Support, Proactive Customer Management teams.
Estate Planning & Administration – About the teams
The Estate Planning & Administration division is responsible for delivering NSW Trustee & 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:
Estate administration
Trust and Powers of Attorney administration
Intestate, Life Estates and Crime Confiscation/Civil Forfeiture administration
Wills and Estate Planning
We currently have ongoing and temporary roles across our Estate, Trust and Power of Attorney Administration teams.
About the roles
The Client Service Officer delivers quality financial decision-making and support to customers that is consistent with NSW Trustee & Guardian’s Customer Excellence Principles. As a Client Service Officer, you will contribute to 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 talent pool.
For more information, view the role description and below:
Client Service Officer (Customer Foundation)
Client Service Officer (Customer Independence & Support)
Client Service Officer (Private Management Accounts)
Client Service Officer (Private Management Support)
Client Service Officer (Proactive Customer Management)
Client Service Officer (Customer Specialist Centre)
Estate Planning & Administration
About you
The ideal candidate will need to have:
A good understanding of, or willingness to acquire knowledge of the procedures and practices specific to administration of Estates, Trusts and Powers of Attorney
Knowledge of the personal trustee industry in the administration of Estates, Trusts and Powers of Attorney matters
Familiarity with 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.
Strong collaboration skills that will allow you to build & develop working relationships and open channels of communications across all teams in the Estate Planning & Administration division, other NSW Trustee & Guardian divisions and external stakeholders
Ability to adapt and willingness to rotate across all teams within Estate Planning & Administration to ensure optimum service is delivered to customers.
For more information, view the role description and below:
Client Service Officer (Estate Planning & Administration)
Estate Management
About you
The ideal candidate will need to have:
Experience and is passionate about supporting people with disability, vulnerable or older people
Excellent communication skills with the ability to work effectively with customers with a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system
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 are a flexible and adaptable individual who is willing to rotate across all teams within Estate Management to ensure optimum service is delivered to customers.
Sound like you? Apply now!
Virtual information session
A virtual information session was held on Wednesday 15th September 2021 to help provide an insight into what it’s like to work for NSW Trustee & Guardian, the type of work you could be involved in to support vulnerable people in NSW, and the application and selection process. A recording of this session is available here: https://www.tag.nsw.gov.au/careers/information-session.
Essential requirements
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 be a part of a rotating phone roster shared on an equitable basis covering morning and afternoon shifts (between the hours of 9.00am to 5.00pm).
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. This includes women, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.
What we offer
NSW Trustee & Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:
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
Be part of something bigger. For more about joining us, visit the Careers page on our website.
How to apply
complete the online application including the three essential requirements above and the two targeted questions below
attach a resume (max. five pages)
attach a cover letter (max. two pages) outlining your skills, experience and suitability for the role
Targeted questions:
Provide an example of a difficult customer service situation you have dealt with. Describe the situation, how you communicated with the customer and what was the outcome of the situation.
What steps would you take to ensure you understand the policies and procedures within NSW Trustee & Guardian
Read: writing your job application for tips with the application process.
Applications close: 11.59pm, Wednesday 19 October 2022
For enquiries, please contact the Workforce Services team at ***************@tag.nsw.gov.au.
Please note:
If you wish to request an adjustment in the recruitment process or workplace, please inform us of your requirements in your cover letter.
Offers of employment will be subject to reference checks and relevant clearances.
A talent pool, which is a record of candidates determined as suitable for the role, will be created for current and future ongoing, temporary, full-time, and part-time roles. A talent pool is valid for 18 months and is a great opportunity to be considered for vacancies as they arise.
All candidates applying for this role must comply with our COVID-19 Vaccination Policy, have an up-to-date COVID-19 vaccination status and be able to provide acceptable proof. Further information about vaccination requirements will be provided to successful candidates and is also available via email request to ***************@tag.nsw.gov.au
