Primary purpose of the role: Responsible for delivering high-quality customer services that are reliable, timely, and consistent with the organisation’s Customer Excellence Principles. The Client Service Officer is responsible for managing a customer caseload to deliver financial management services to clients and make decisions on their behalf. Key Accountabilities: • Develop strategies and make substitute decisions to manage client finances, including medium to long-term planning. • Communicate and engage with clients to understand their financial needs and existing arrangements, build rapport, and consult on their aspirations. • Actively listen to client and stakeholder concerns and enquiries, working to resolve issues across services. • Deliver high-quality, respectful, consistent, empathetic, and timely services in line with Customer Excellence Principles. • Work collaboratively with teams across Estate Planning & Administration and Public Guardian functions to achieve client-focused outcomes and ensure a coordinated approach. • Use relevant systems and processes to support case management and contribute suggestions for service improvements. • Escalate complex matters and significant complaints to senior staff as required, and support ongoing decisions, budgets, and administration under guidance. • Demonstrate high performance by modelling organisational values, behaviours, and service standards. Essential Requirements: Clear and concise written and oral communication. Proven success in a customer service and/or call center role Estates experience will be desirable Experience in handling sensitive customer matters High levels of empathy and resilience Ability to prioritise competing demands in a high-volume work environment.
