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Senior Client Service Officer, Practice & Strategy

Department of Communities and Justice
  • Ongoing full-time vacancy. 35 hours per week
  • Location: Parramatta/ Sydney CBD/ Newcastle, subject to negotiation 
  • Flexible working options available and subject to negotiation
  • Clerk Grade: 5/6. Base salary $87,493 pa to $96,540 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 team

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 Estate Planning and Administration Division provides trustee services including; Wills and estate planning, estate administration, trusts and power of attorney services.

About the role

The Senior Client Service Officer (Practice & Strategy) provides practice and operational support to assess, monitor and report on practice improvements, milestones and deliverables. You will assist in the design and implementation of tools and processes to identify and analyse emerging trends to contribute to improved customer outcomes. This role supports effective consultation with Estate Management and Estate Planning & Administration teams to continually review and improve practice, customer service and policy content. Additionally, you will be responsible for undertaking basic research and analysis in assigned project areas.

For more information about the position, view the role description

About you

You will possess considerable knowledge in an area such as disability, aged care, mental health or other human services, exceptional communication and engagement skills to collaborate and provide advice on topic areas, updates to stakeholders regarding project status and implementation progress. Your strong problem-solving skills will enable you to resolve complex problems as they arise within agreed timelines. The ideal candidate will have experience in project management and a high level of competency in using MS Office Suite (MS Outlook, Word, Excel, PowerPoint).

Sound like you? Apply now!

Essential requirements  

  • Tertiary qualifications and/or demonstrated equivalent experience in disability, aged care, mental health or related sectors; research, analysis and preparation of reports and advice on practice improvements.
  • 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 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.

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
  • 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) and brief cover letter (maximum two pages) outlining your skills, experience and suitability
  • Answer the following targeted questions (maximum two pages):
  1. Please provide an example of how you prioritise your workload. How do you track project progress and ensure tasks assigned to you are completed on time?  
  2. Outline your experience in project management and provide an example of when you undertook research and analysis. What was the outcome?

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

For enquiries, please contact Kiera Warda, Manager Practice & Strategy, Trustee Services on 0499 516 393 or Kiera.Warda@tag.nsw.gov.au, using the subject line: Senior Client Service Officer, Practice & Strategy enquiry via EthicalJobs. 

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.

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.

How to apply

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