Client Service Officer - Client Establishment

2 x Ongoing full-time vacancy. 35 hours per week. Location: These roles are based in Parramatta. There is a mandatory requirement to work full time in our Parramatta office for a period of three (3) months with hybrid working arrangements to be negotiated thereafter. Hybrid arrangements include three (3) days in the Parramatta office and up to two (2) days working from home per week. Clerk Grade: Level 3/4. Base salary $84,659 p.a. to $92,701 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 Islander peoples, the LGBTI community and people from culturally diverse backgrounds. About the team The Estate Planning and Administration division is responsible for delivering NSW Trustee and 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 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. In this role, you will: Answer enquiries over the phone, via email, mail and face to face relating to the establishment of estates, trusts, and POA matters. Provide general advice to members of the public and other stakeholders about NSWTG processes and requirements. Process applications, undertaking investigations, co-ordinating the request for documentation and data entry into NSWTG systems. Attend to transactional and minor accounting work. Interpretation of Wills and other legal documents and relevant legislation. Escalate complex matters and substantial complaints to the Senior Client Service Officer or Principal Client Service Officer, as required. Work closely with team members and staff from NSWTG Branches, Legal and Professional Service teams and Estate Management to achieve quality outcomes focused on customer need. For more information about the position, view the role description. About you Applications are 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 and develop working relationships and open channels of communication across all teams in the Estate Planning and Administration division, other NSW Trustee and 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. Understanding of the Department’s Flexible Working Hours Agreement and ability 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: work-life balance with flexible work options (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 2 pages in total): Can you give an example of when you were the primary contact for customers, how you ensured good service, and how you handled challenges while representing the organisation positively? Please describe how you have developed strong working relationships with a range of stakeholders to ensure effective outcomes. 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 at 11:59pm on Sunday, 17 May 2026. For enquiries about the role, please contact Kate Moffitt, Principal Client Service Officer, Client Establishment via email: [email protected]. For enquiries about the recruitment process, please contact Antonio Caswell, Talent Acquisition 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.