This is a Principal Client Service Officer (Estate Management) role with NSW Department of Communities and Justice based in Sydney, NSW, AU NSW Department of Communities and Justice Role Seniority - mid level More about the Principal Client Service Officer (Estate Management) role at NSW Department of Communities and Justice Principal Client Service Officer (Estate Management) – NSW Trustee and Guardian 1 x Ongoing full-time vacancy – Proactive Customer Management team. 1 x Ongoing full-time vacancy – Customer Foundation team. 1 x Temporary full-time vacancy – Proactive Customer Management team up to 30 June 2026 with possibility of extension. 1 x Temporary full-time vacancy – Proactive Customer Management team up to 31 December 2027 with possibility of extension. 35 hours per week. Location: These roles are based in Parramatta 3 days per week and 2 days working from home. Clerk Grade: Level 7/8. Base salary $113,574 p.a. to $125,720 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. 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 50,000 people each year 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. About The Team 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. Our Estate Management teams deliver high quality financial management services to customers through our Foundation and Independence Team, Proactive Customer Management Team and Customer Independence and Support Team. About The Role - Proactive Customer Management The Proactive Customer Management Team is responsible for complex and critical estates and engages with our financial management customers and their families when making financial decisions on their behalf, including the development and review of financial strategies and budgets. The Principal Client Service Officer delivers quality decision-making and support to customers that is consistent with NSW Trustee and Guardian’s Customer Excellence Principles. As a Principal Client Service Officer, you will lead and drive positive team performance, a customer-centered culture and a professional, efficient and effective working environment by delivering reliable and consistent service. This Is An Exciting Opportunity That Will See You: Support and coach your team to deliver high-quality customer centric financial management services. Coordinating your team’s output ensuring all competing demands and priorities are delivered in a high quality and efficient manner. Regularly review feedback and complaints ensuring there are timely resolutions. Work collaboratively with internal stakeholders across the Estate Management division to ensure processes are working effectively, collaborate on customer matters; and contribute to quality assurance processes. Embody the NSW Trustee and Guardian’s Customer Excellence Principles’ values and behaviors. For more information about the position, view the role description. About The Role – Customer Foundation 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. This role will manage and support the Customer Foundation team who are the initial point of contact for new customers, managing the onboarding process and making the required timely financial decisions for customers. The role provides direction to team members and ensures customers are supported through the delivery of ongoing communication, sound decision making, processes, and clarification of service expectation. The role is also responsible for the supervision, coaching and mentoring of staff. This Is An Exciting Opportunity That Will See You: Lead and manage a team with a focus on analysis of customer financial management orders and triages to determine level of complexity and allocates to team members for initiation of a customer action plan. Ensure team members obtain all information, understanding the customer’s story, and are fully informed in order to determine immediate and ongoing customer needs and identify future medium and long-term strategies for financial management. Review feedback and complaints, providing resolutions and identifying areas for improved customer services. Escalate complex or contentious issues to the Manager, Proactive Customer Management, and provide regular reports to management, identifying customer trends and outcomes and recommending areas for improvement. Contribute to high staff performance, a customer-centered culture and a professional, efficient and effective working environment through the delivery of reliable and consistent service. Support organisational change to resources, systems, processes, and workforce diversity. Exemplify high performance through role modelling NSW Trustee and Guardian’s Customer Excellence Principles, values and behaviours. For more information about the position, view the role description. About You Application is encouraged if you demonstrate the following skills, knowledge and experience: Experience and is passionate about supporting people with disability, vulnerable or older people. It is highly desirable for candidates to have experience in the community services sector. Strong communicator and can work effectively with customers from a range of circumstances, including those experiencing homelessness, substance misuse, chronic mental illness and contact with the criminal justice system. Flexible and adaptable individual who is willing to rotate across all teams within Estate Management to ensure optimum service is delivered to customers. 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 Demonstrated leadership and management skills in the delivery of a complex trustee/estate management services customer environment and sound strategic thinking capacity, management and administrative skills. Tertiary qualifications in economics, finance or related discipline and/or extensive equivalent experience. Understanding of NSW Trustee and 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. 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). Submit a brief cover letter (maximum two pages) outlining your skills, experience and suitability. Answer the following targeted questions (maximum two pages): Can you provide an example of a complex case or issue requiring detailed analysis before making a recommendation? Walk us through your approach. How do you track team performance and ensure alignment with organisational performance frameworks? 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, Wednesday 4 March 2026. For enquiries about the role, please contact Nigel Wilson, Acting Senior Manager – Estate Management via email: Nigel.wilson@tag.nsw.gov.au. For enquiries about the recruitment process, please contact Antonio Caswell, Talent Advisor via email: Antonio.Caswell@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. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the NSW Department of Communities and Justice team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Supporting and coaching the team Coordinating team output Collaborating with stakeholders Key Strengths Leadership and management skills ️ Communication skills Customer service orientation Experience in community services Analytical skills Adaptability A Final Note: This is a role with NSW Department of Communities and Justice not with Hatch.
