Client Services Officer | Government Department

• ASAP Start | Purpose-led role supporting vulnerable people across NSW
• 3 month contract | Secure NSW Government position with career pathways
• Supportive, collaborative team with training and guidance

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Client Service Officer - Estate Management (Customer Foundation)
Make a real difference to people's lives while building a meaningful public sector career.
NSW Trustee & Guardian supports and protects the rights, dignity and financial wellbeing of people across NSW — including those who are most vulnerable. As a Client Service Officer, you'll manage a portfolio of customers, making thoughtful financial decisions on their behalf and delivering compassionate, high-quality service at critical moments in their lives.
NSW Trustee & Guardian is a NSW Government agency within the Stronger Communities Cluster. We support more than 47,000 customers each year, prepare over 13,000 estate planning documents and manage more than $6 billion in customer assets through services including financial management, estate planning, trustee and guardianship services.
About the role
You will manage a customer caseload within the Estate Management division, delivering reliable, timely and customer-centred financial management services. Working closely with customers, families and internal stakeholders, you'll develop and review financial strategies, resolve enquiries and ensure decisions align with customers' best interests.
You'll also know when to escalate complex matters to senior officers and contribute to a coordinated, high-quality service approach across the organisation.
Key responsibilities

• Manage customer finances, including medium to long-term financial planning
• Make substitute financial decisions in line with legislation and customer needs
• Engage with customers and stakeholders with empathy, professionalism and respect
• Resolve enquiries and issues across NSW Trustee & Guardian services
• Collaborate with internal teams to achieve strong, customer-focused outcomes
• Use systems and processes to manage matters efficiently and suggest improvements
• Escalate complex issues and complaints appropriately

About you

• Experience working with or supporting people who are vulnerable, older or living with disability
• Strong communication skills with a customer-first mindset
• Ability to manage complex information and make sound, ethical decisions
• Comfortable working within structured processes and escalation frameworks

Additional requirements

• Willingness to participate in a rotating phone roster (9.00am-5.00pm)
• Willingness to participate in quality assurance and coaching reviews of calls and emails