Senior Client Service Officer, Grade 5/6 – NSW Trustee and Guardian
NSW Trustee and Guardian are recruiting for Senior Client Service Officer in the Trust Project team within the Trust Administration teams.
- 1 x Full-time temporary position available until 30 June 2026 with a potential for extension.
- Location: Parramatta
- This role has the option, after three (3) months of employment for a hybrid working arrangement, working from home up to two (2) days per week, subject to business requirements.
- Clerk Grade: 5/6 Base salary $99,938 pa to $110,271 pa plus super and annual leave loading.
This is a unique opportunity to join NSW Trustee and Guardian in a frontline role to provide exceptional customer service, and make important, positive differences to our customers, their families, carers and important people in their lives.
This opportunity is a part of our Trust Project team within the Trust Administration teams. As part of the Trust Project team, you will be working on an exciting project for targeted matters, aimed at progressing and improving overall efficiency within the Trust Administration teams.
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 – Trust Administration
The Trust Administration team is responsible for delivering NSW Trustee and Guardian’s commercial services as trustee. The team administer assets in accordance with the functions and obligations under the relevant legislation and makes legal decisions within legal frameworks and NSW Trustee and Guardian’s prescribed delegations. We have recently started an exciting project within this space and will be expanding the team to tackle a number of key business initiatives.
About the role
The Senior Client Service Officer role within the Trust Project Team is responsible for the timely and accurate administration of allocated Trust (including from long-term estate) matters where NSW Trustee and Guardian is the nominated Trustee.
The role will directly manage allocated tasks for trust and estate matters and maintains regular, professional, and empathetic communication with internal stakeholders, external stakeholders and beneficiaries.
The role involves (but is not limited to) the following responsibilities:
- Attending to transactional work regarding funds received, paying claims and preparing distributions of trust assets to beneficiaries when Trusts vest or beneficiaries become entitled to draw on funds.
- Investigating requests for funds and obtaining appropriate documentation.
- Writing to solicitors, banks, insurance agencies, financial institutions, and other government agencies.
- Effective communication and excellent submission writing skills
- Interpretation of Wills, Deeds and other legal documents and relevant legislation.
- Working closely with taxation, legal and professional services, property teams and subject matter experts to achieve quality outcomes focused on customer needs.
- Building and maintaining relationships with beneficiaries and their parents/guardians through regular communication and updates.
- Timely escalation of matters requiring team leader support, advice or delegation.
- Attending to more complex tasks and matters independently, and with minimal supervision. Provide training and mentoring to Client Service Officers as required.
- Reporting on key project initiatives on a regular basis to the team leader.
For more information, view the role description.
About you
The ideal candidate has:
- Strong organisational and effective time management skills, financial acumen, initiative and problem-solving skills, coupled with a demonstrated ability to prioritise normal and urgent work and meet deadlines at any given time.
- Strong writing skills and ability to prepare detailed submissions or briefings requiring approval from a delegated officer or manager.
- Strong technological skills and experience using Microsoft office suite and ability to quickly operate and learn different software systems.
- Understanding of, or willingness to acquire knowledge of the procedures and practices specific to administration of Trust and Estate matters.
- Understanding of, or willingness to acquire knowledge of the personal trustee industry in the administration of Trust and Estate 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 and develop working relationships and open channels of communication between team colleagues, across all teams in the Estate Planning and Administration division, other NSW Trustee and Guardian divisions and external stakeholders.
- Be a flexible and adaptable individual who is willing to collaborate across all teams within Estate Planning and Administration division and other NSW Trustee and Guardian teams to ensure optimum service is delivered to customers.
- An ability to actively coach, train, and mentor Client Service Officers
- An ability to manage and handle complex matters, including any escalated or complaint matters independently and understanding when to escalate to team leader as required.
Sound like you? We would love to hear from you!
Essential requirements
- Ability to work at our Parramatta office.
- Available to work between the hours of 9:00am and 5:00pm.
- Understanding of NSW government and NSW Trustee and Guardian’s key services and client base.
- All roles in NSW Trustee and Guardian require a willingness to have phone calls monitored for quality and training purposes.
What we offer
NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose.
Other benefits of joining us include:
- Opportunity for hybrid role, with the ability to work from home up to 2 days per week (subject to business requirements) after 3 months of employment.
- Ongoing professional development with regular structured training and development programs.
- Mentorship and coaching by team leaders.
- Competitive remuneration with the opportunity to progress for the right candidates.
- 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 about joining us, visit the Careers page on our website.
How to apply
- 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):
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- Tell us about a time when you mentored or coached a junior team member in a customer service environment? What approach did you take to support their development, and what was the outcome?
- Tell us about a particularly difficult customer interaction you managed. How did you de-escalate the situation, and what strategies did you use to ensure a positive resolution while maintaining professional boundaries?
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Read: writing your job application for tips with the application process.
Applications close: 11:59pm, 16 July 2025.
For enquiries about the role, please contact the Hiring Manager, Tammy-Lee Narayan via email tammy-lee.narayan@tag.nsw.gov.au.
For enquiries about the recruitment process, please contact Shelli Allen, Senior Workforce Support Officer via email at Shelli.Allen@tag.nsw.gov.au.
Please do not send your applications directly via email or LinkedIn. Only applications submitted via the online portal will be accepted.
Please note:
- Offers of employment will be subject to checks, and relevant clearances.
- If you need an adjustment in the recruitment process, please contact People and Culture via email at peopleandculture@tag.nsw.gov.au