Client Service Officer, Client Establishment – Estate Planning and Administration – NSW Trustee and Guardian

• 2 x temporary appointments up to 3 months (with possibility of extension). 35 hours per week.
• Location: Parramatta.
• Clerk Grade: 3/4 Base salary $82,193 pa to $90,001 p.a. plus super and annual leave loading.

About us

At NSW Trustee and 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.

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

The Estate Planning & Administration division is responsible for delivering NSW Trustee & Guardian’s commercial services in Will making, as trustee, attorney, and as administrator/executor of deceased estates. The teams administer assets in accordance with the functions and obligations under the relevant legislation and make legal decisions within legal frameworks and NSWTG’s prescribed delegations.

The division delivers high quality service using a customer-centred approach and is delivered by:

• Estate Administration
• Trust and Powers of Attorney Administration
• Intestate, Life Estates and Crime Confiscation/Civil Forfeiture administration
• Wills and Estate Planning

About the role - Client Establishment

The Client Service Officer role within the Client Establishment team is part of the frontline team handling a wide variety of enquiries from customers, stakeholders and members of the public for all new estate, trust and Power of Attorney (POA) matters. This is a fast-paced role where the Customer Service Officer is required to manage a large volume of inbound correspondence, make appropriate investigations and work on a large cohort of matters at various stages of the establishment process at any one time

The role involves (but is not limited to) the following responsibilities:

• Answering enquiries over the phone, via email, mail and face to face relating to the establishment of estates, trusts, and POA matters.
• Providing general advice to members of the public and other stakeholders about NSWTG processes and requirements.
• Processing applications, undertaking investigations, co-ordinating the request for documentation and data entry into NSWTG systems.
• Attending to transactional and minor accounting work.
• Interpretation of Wills and other legal documents and relevant legislation.
• Working closely with legal and professional services and subject matter experts to achieve quality outcomes focused on customer needs.

For more information about the position, view the Role description.

This role is based at our Parramatta Justice Precinct Office with a requirement to work full time in the office for a period of up to three (3) months with hybrid working arrangements to be negotiated thereafter. Hybrid arrangements include three (3) days in the office and up to two (2) days work-from-home per week.

About you

Application is encouraged if you demonstrate the following skills, knowledge and experience:

• Strong financial acumen, initiative and problem-solving skills, coupled with a demonstrated ability to prioritise work and meet deadlines.
• Understanding of, or willingness to acquire knowledge of the procedures and practices specific to administration of Estates, Trusts and Powers of Attorney
• Understanding of, or willingness to acquire knowledge of the personal trustee industry in the administration of Estates, Trusts and Powers of Attorney matters
• Understanding of, or willingness to acquire understanding of relevant legislation including NSW Trustee and Guardian Act, Succession Act, Probate and Administration Act and Trustee Act or evidence of having worked in a highly regulated environment.
• Excellent interpersonal, customer service, communication and collaboration skills that will allow you to build & develop working relationships and open channels of communications across all teams in the Estate Planning & Administration division, other NSW Trustee & Guardian divisions and external stakeholders
• An ability to be a flexible and adaptable individual who is willing to rotate across all teams within Estate Planning and Administration division to ensure optimum service is delivered to customers.

Sound like you? We would love to hear from you!

Essential requirements

• Willingness to be a part of a rotating phone roster shared on an equitable basis covering morning and afternoon shifts (between the hours of 9.00am to 5.00pm).
• 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.
• Understand the Department’s Flexible Working Hours Agreement and to work within the required bandwidth.

What we offer

NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

• 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) and brief cover letter (maximum two pages) outlining your skills, experience and suitability.
• answer the following targeted questions (maximum two pages):

1. Can you describe a time when you were the primary point of contact for customers and how you ensured they received high-quality service? What strategies did you use to handle challenging situations and maintain a positive image for the organisation?
2. Can you describe a time when you were responsible for handling financial information? How did you ensure accuracy and attention to detail in your work, and what steps did you take to prevent errors and discrepancies?

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

Closing date

Applications close 11:59pm, Thursday 27 March 2025.

For enquiries about the role, please contact
Kate Moffitt, Principal Client Service Officer, Estate Planning and Administration via email: [email protected].

For enquiries about the recruitment process, please contact Shelli Allen, Talent Advisor via email: [email protected].

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 [email protected]

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.