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- We are currently looking to fill two (2) temporary, up to 12 months, full-time vacancies within our Customer Foundation and Proactive Customer Management teams across Estate Management.
- Location: Customer Foundation: Parramatta / Proactive Customer Management: Newcastle or Parramatta with regular travel to Newcastle
- Clerk Grade: 9/10. Base salary $120,859 to $133,183 p.a. plus superannuation and annual leave loading.
This is a unique opportunity to join NSW Trustee & Guardian in a frontline leadership role to provide exceptional customer service, and make important, positive differences to our customers, their families, carers, and important people in their lives.
NSWTG Estate Management Division delivers highly empathetic, customer-centred financial management services to some of the most vulnerable people in NSW and their community. We are going through an exciting time of growth and will be offering additional employment opportunities to ensure customers are provided with responsive, timely and quality customer service.
About us
At NSW Trustee & 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.
About the teams
The Estate Management division makes financial and legal decisions for people who are unable to on their own, or with support, when NSW Trustee & Guardian is appointed as their financial manager by a court or tribunal. The team also oversees people who are appointed to privately manage the finances of another person. The division delivers high quality financial management services using a customer-centred approach and is delivered by:
- Customer Foundation – The Customer Foundation Team is responsible for the high-quality onboarding of new customers where a financial management order has been made. The team works with the customer, and important people in their life, to ensure NSW Trustee & Guardian has an in depth understanding of the customer’s financial situation, financial decisions that may need to be made and how they can be supported into the future.
- Proactive Customer Management - The Proactive Customer Management Team is responsible for complex and critical estate management and engages with financially management customers, and their families, when making financial decisions on their behalf, including the development and review of financial strategies and budgets.
About the roles
The Manager of Customer Foundation is responsible for developing and leading a high performing team to deliver a consistent and high-quality onboarding experience for new financial management customers, gaining in depth understanding of their needs to enable provision of excellent services that meets the needs of customers, stakeholders and aligns to NSW Trustee & Guardian’s Customer Excellence Principles.
The Manager of Proactive Customer Management is responsible for supporting and coaching a team to achieve consistent financial management practice which meets the needs of customers and is supported by ongoing quality control, dynamic operational systems, and strategic collaboration with the internal and external stakeholders.
For more information, view the role descriptions and below:
Manager Customer Foundation
Manager Proactive Customer Management
About you
The ideal candidate:
- Has experience leading and managing teams to achieve high levels of performance, delivering excellent customer service to customers with disability and whom may be vulnerable, while meeting organisational outcomes.
- Inspire and manage a culture focusing on continuing development and learning within the team to support staff to provide “best practice” customer service.
- Ability to provide strategic advice as part of the Estate Management Leadership Team to support effective decision making and support effective business planning and initiatives.
- Collaborate with professional practice leaders, managers, and staff across the business to continually build responsive and high-quality practice standards and capabilities including establishing and actively managing key internal and external stakeholder relationships based on open, regular discussions and feedback to ensure effective interface between Estate Management, Estate Administration & Planning, Public Guardian staff and other teams.
- Contribute to developing, reviewing, and implementing policies, procedures relating to Financial Management, and systems to effectively manage and improve the delivery of customer and support services. Ensure Estate Management staff maintain knowledge of legislation, protocols, and processes to ensures work practices are of the highest quality.
- Manage and support delivery of services in line with the annual financial management budget, applying the principles of NSW Trustee & Guardian Act 2009, and the National Standards for Financial Managers.
- Support the team to manage and respond to customer feedback, including managing complaints, which at times may be complex and undertake investigations and reviews to ensure all decision making is compliant with legislation, policies, procedures, guidelines, and standards, ensuring outcomes are communicated and documented.
- Contribute to the management and governance of customer records and data, ensuring accurate records for customer onboarding that aligns with performance indicators, and enables effective reporting.
Sound like you? Apply now!
Essential requirements
- Demonstrated leadership and management skills for the delivery of services in a complex human services customer environment and sound strategic thinking capacity, management, and administrative skills.
- Tertiary qualifications and/or equivalent experience in human services or related discipline.
- Understanding of NSW Trustee & Guardian’s key services and customer base including experience working and/or supporting people with disability, vulnerable or older people.
- Available to travel throughout NSW.
- 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.
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.
What we offer
NSW Trustee & Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:
- Work-life balance with flexible work options including flex leave.
- Leave options including 14 weeks’ parental or adoption leave.
- Career development including access to study leave.
- Fitness Passport.
Be part of something bigger. For more about joining us, visit the Careers page on our website.
How to apply
- complete the online application
- attach a resume (max. five pages)
- attach a cover letter (max. two pages) outlining your skills, experience, and suitability for the role
Read: writing your job application for tips with the application process.
Applications close: 11:59pm Wednesday, 30th August 2023
Enquiries
Manager Customer Foundation enquiries, please contact David Newman, Senior Manager Customer Foundation, Independence & Support and Private Management: David.Newman@tag.nsw.gov.au
Manager Proactive Customer Management enquiries, please contact Matthew Mullane, Senior Manager Proactive Customer Management: Matthew.Mullane@tag.nsw.gov.au.
Please note:
- If you wish to request an adjustment in the recruitment process or workplace, please inform us of your requirements in your cover letter.
- Offers of employment will be subject to reference checks and relevant clearances.
- A talent pool may be created to fill future ongoing and temporary roles. A talent pool is valid for 18 months and is a great opportunity to be considered for vacancies as they arise.
- All candidates applying for this role must comply with our COVID-19 Vaccination Policy, have an up-to-date COVID-19 vaccination status and be able to provide acceptable proof. Further information about vaccination requirements will be provided to successful candidates and is also available via email request to peopleandculture@tag.nsw.gov.au
