Job Description

Senior Client Service Officer - Customer Foundation - NSW Trustee and Guardian

• 1x Ongoing vacancy. 35 hours per week.
• Location: Parramatta. Flexible and hybrid working options available.
• Clerk Grade: 5/6. Base salary $102,936 to $113,579 per annum, plus superannuation, plus 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.

About the team

NSW Trustee and 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 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 good understanding of the customer’s financial situation, financial decisions that may need to be made and how they can be supported into the future.

About the role

As a Senior Client Service Officer within the Customer Foundation team, you will play an important role in supporting some of NSW's most vulnerable people at a critical point in their lives. You will assist with the onboarding of new customers into financial management services, assess individual needs, make initial financial decisions, build strong relationships with customers and stakeholders, and help identify strategies that support customers' financial wellbeing, independence or ongoing management needs. This is a rewarding opportunity to make a meaningful difference while delivering high-quality, customer-centred services.

For more information about the position, view the role description

About you

Applications are encouraged from candidates who can demonstrate the following skills, knowledge and experience:

• Experience supporting customers through complex, sensitive or high-volume matters while delivering high-quality customer outcomes.
• Strong communication and stakeholder engagement skills, with the ability to build effective relationships with customers, families, support networks and service providers.
• Well-developed financial skills and experience, including the ability to assess information and make sound decisions.
• Experience managing complex customer matters and exercising sound judgement to achieve practical and positive outcomes.
• Strong analytical and problem-solving skills, with the ability to identify issues, assess risks and develop effective solutions.
• A commitment to delivering customer-centred services and improving outcomes for vulnerable people.

If this sounds like you, we would love to hear from you.

Essential requirements

• Tertiary qualifications in economics, finance or a related discipline, and/or extensive equivalent experience.
• Understanding of NSW Trustee and Guardian's key services and customer base, including experience working with and/or supporting people with disability, vulnerable people 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 ema

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 questions when prompted in your application:

1. Please describe a time you handled a difficult customer situation where you needed to balance organisational requirements with achieving a positive customer outcome. What actions did you take, how did you communicate with the customer, and what was the result?
2. Please describe a time you managed a high-volume workload with competing deadlines. How did you prioritise your work and ensure important tasks were completed?

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 29th September 2026.

For enquiries about the role, please contact Rana Khoreiche, Manager Customer Foundation via email Rana.Khoreiche@tag.nsw.gov.au

For enquiries about the recruitment process, please contact Ashly Dahdal, Talent Advisor on Ashly.Dahdal@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 Talent@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.