Customer Service Officer 2-month contract, with a possible extension 35 hours per week, on-site Parramatta NSW Key Duties: Communicate and engage with customers to understand their financial needs and aspirations to allow you to build and manage appropriate budgets. Deal with customer matters that may include transactions for customers. Build rapport and consult with the customers on an ongoing basis. Manage individual customer caseloads and have a strong understanding of when to escalate a matter to the Senior Client Service Officer and/or the Principal Client Service Officer as appropriate. Actively participate in a phone roster and assist colleagues to provide high-quality customer service. Work with key stakeholder's such as family members, service professionals and providers to negotiate appropriate options and positive outcomes for the person. Respond to inbound customer enquiries across multiple channels, including phone, email, face‑to‑face, online click‑to‑chat and other digital platforms, providing clear and accurate information or referring matters to the appropriate team when required. Build and maintain a working knowledge of Estate Management policies, procedures and systems to resolve customer enquiries correctly and provide consistent, high‑quality service in line with NSW Trustee and Guardian requirements. Communicate respectfully and professionally with a diverse range of customers, including vulnerable clients experiencing grief, mental illness or other complex circumstances, using trauma‑informed and de‑escalation techniques to support positive customer outcomes. Accurately record customer interactions, enquiries and transactions in relevant systems, ensuring information is complete, up to date and maintained in line with record‑keeping requirements. Assist with the resolution of customer complaints, escalating complex or unresolved issues appropriately and contributing ideas to improve processes and service delivery. Meet agreed service standards and performance expectations by balancing service quality with efficiency, including adherence to rosters, workloads and key performance measures. Essential Requirements: Tertiary qualifications Commerce, Finance, Economics, Accounting or related discipline or relevant experience. Ability to meet telephone operational hours between 8:30am and 5:00pm, Monday to Friday. 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 email. How to Apply To apply, click the Apply Now button and send your up-to-date resume, for a confidential discussion call us now on 1300 111 365. Applications received after submission may be considered for similar roles. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Reference number: 1713718 Profession:Government, Emergency Services & DefenceState Government Company: Onpoint 365 Date posted: 17th Apr, 2026
