We have an exciting role within the Customer Experience division, responsible for providing independent customer voice and representation within the organisation, to draw insights, investigate root cases and assist with driving positive improvement initiatives that support our community and lead to better customer outcomes.

• Ongoing vacancy. 35 hours per week.
• Location: Sydney CBD. Flexible working options available
• Clerk Grade: 7/8. Base salary $99,431 pa to $110,064 pa plus super and annual leave loading.

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.

About the division

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

About the role

In this role you will represent the organisation's diverse customer base in case reviews, call and monitoring sessions, independent from operational areas, to identify issues internally and determine opportunities for improvement to service delivery. To assist in this, you will utilise information, insights and learning from various sources and align to current issues, trends, and best practice to help inform potential ways to deliver our services in line with our Customer Excellence Principles.

You will also develop strong collaborative relationships within the organisation and across key sectors such as other Government agencies (State and Federal) and peak industry bodies to contribute to inquiries, submissions and focus groups.

A key objective of this role is to analyse our customer interactions and work across the organisation to raise awareness of issues, promoting our Customer Excellence Principles, assisting internal teams to review and continuously improve the quality of services, represent the views of customers, and advocate for their rights in key forums externally to support the achievement of positive outcomes.

For more information about the position, view the role description

About you: 

• We are looking for someone who is:
  • A passionate and empathetic customer advocate able to understand issues and needs across a diverse range and often vulnerable customer groups.
  • Able to analyse issues and information to provide insights and context to operational areas.
  • Can work within a complex environment and maintain independence to provide professional advice or judgements.
  • A strong communicator, not only with customers but with key stakeholders both within the organisation and externally.
  • Able to build collaborative partnerships, rapport, and influence outcomes, particularly advocating for customers by sharing their perspectives. 
  • Experienced in working across different sectors such as disability, aged care, health, or legal life planning.

Essential requirements

• Tertiary qualifications and/or equivalent knowledge, skills and experience in a relevant discipline or industry such as health, social sciences, or vocational training relevant to community services. 
• Up to date COVID-19 vaccination status and able to provide acceptable proof. 

Our commitment to diversity

Our workplace reflects the diverse community we service. 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 study leave
• Fitness Passport

Be part of something bigger. For more 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)
• Attach a cover letter (maximum two pages) addressing how you meet the focus capabilities, key knowledge, experience, and essential requirements specified in the role description.

For role-related enquiries, please contact Madeleine Robertson, Director, Customer Experience on 0439 741 380 or email [email protected] using the subject line: Customer Advocacy Officer enquiry via EthicalJobs.

For recruitment enquiries, please contact Harris Vilitau, Talent Advisor [email protected] using the subject line: Customer Advocacy Officer enquiry via EthicalJobs.

Please do not send your applications directly via email or LinkedIn. Only applications submitted via the online portal, which can be accessed by clicking Apply Now, will be accepted.

Please note:

• If you need an adjustment in the recruitment process or workplace, please let us know. 
• Offers of employment will be subject to reference checks and relevant clearances.
• A talent pool may be created for future ongoing, temporary, and part-time roles, and is valid for 18-months.
• 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 [email protected].
• A position description is attached.