Job Description

Customer Contact Team Operator – NSW Trustee and Guardian

• Ongoing full-time vacancy. 35 hours per week.
• Location: Sydney CBD. Flexible and hybrid working options available.
• Clerk Grade: Level 1/2. Base salary $78,000 p.a. to $84,799 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. The agency supports the NSW Trustee, the Public Guardian and the Commissioner of Dormant Funds to carry out their statutory functions. We do this by providing a range of customer-centred services, including Will-making, trustee, financial management and guardianship services, including some for the state’s most vulnerable people.

We support over 50,000 customers annually and manage almost seven billion dollars in customer assets. A NSW government agency within the Communities and Justice Portfolio, our services help support and protect people at critical moments in their lives.

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 LGBTQIA+ community and people from culturally diverse backgrounds.

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.

The Customer Experience division provides a wide range of specialist support across NSW Trustee and Guardian divisions including customer advocacy support, customer experience design, business development, marketing, brand, communications, and media services.

About the role
This role provides quality customer service through switchboard operations to customers, stakeholders, service providers and members of the public at their first point of contact with NSW Trustee and Guardian.

This role is required to demonstrate exemplary customer service that aligns to NSW Trustee and Guardian Customer Excellence Principles, at all times, for all enquiries.

This is an exciting opportunity that will see you:

• Deliver professional customer service that is reflective of NSW Trustee and Guardian’s Customer Excellence Principles.
• Respond promptly, and effectively to triage all enquiries from customers, stakeholders, service providers and members of the public, ensuring service level agreements are met.
• Engage in training, to ensure a sound understanding of NSW Trustee and Guardian products, services and processes, and improve the delivery of quality service.

For more information about the position, view the role description

About you
Application is encouraged if you demonstrate the following skills, knowledge and experience:

• Experienced and passionate about supporting some of the most vulnerable members of our community. It is highly desirable for candidates to have experience in the community services sector.
• Experience managing a high volume of calls in a call centre environment.
• Strong and resilient and can communicate effectively with people from a range of circumstances. The callers are often people living with intellectual disability or living with conditions which impact decision-making. These can include, but are not limited to, serious mental health or psycho-social issues, substance addiction, learning disabilities, acquired brain injuries or age-related conditions such as dementia. Some of our customers may also be experiencing homelessness, or they may be going through the criminal justice system.
• Highly motivated and self-driven to provide excellent customer service in a human service environment with also a strong commitment to supporting customers.

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

Essential requirements

• Experience in the use of computerized switchboards.
• Ability to meet switchboard 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.
• 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) and brief cover letter (maximum two pages) outlining your skills, experience and suitability
• answer the following targeted question when prompted within the application form. (Maximum. 500 words)

Targeted Question: Give an example of how you’ve managed a high volume of enquiries in a call centre environment— what strategies did you use to stay organised? (Maximum. 500 words)

To be eligible for ongoing employment in NSW Trustee and Guardian, you must be an Australian or New Zealand citizen, or an Australian permanent resident.

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

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.

Closing date

Applications close 11:59pm,Tuesday 25 August 2026

For enquiries about the role, please contact Customer Contact Team Officer, Kevin Jiang on Kevin.Jiang@tag.nsw.gov.au

For enquiries about the recruitment process, please contact Hina Maudarbocus, Talent Advisor on hina.maudarbocus@tag.nsw.gov.au

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 peopleandculture@tag.nsw.gov.au
• 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.