Introduction
The Senior Client Service Officer – Customer Foundation at NSW Trustee and Guardian supports people entering financial management services. Based in Parramatta, the ongoing role involves understanding a new customer’s circumstances, making initial financial decisions and building relationships with families and support networks. It calls for financial judgement alongside sensitive customer service.
When planning how to apply for Senior Client Service Officer – Customer Foundation, begin with examples of complex customer matters and competing deadlines. The application includes a resume, a two-page cover letter and two targeted answers in the application form. Those answers need to show how you balanced organisational obligations with the customer’s needs and kept a high-volume workload under control.
Your evidence should help the panel understand how you work with vulnerable people. Describe how you gathered reliable information, identified a financial or service risk and explained a decision respectfully. Protect customer privacy by removing identifying details from your examples.
In this guide
Senior Client Service Officer – Customer Foundation: role snapshot
| Detail | Role information |
|---|---|
| Role | Senior Client Service Officer – Customer Foundation |
| Organisation | NSW Trustee and Guardian |
| Location | Parramatta, with flexible and hybrid options |
| Work type | One ongoing vacancy, 35 hours per week |
| Salary | Clerk Grade 5/6, $102,936 to $113,579 per annum plus superannuation and leave loading |
| Closing date | Tuesday 29 September 2026 at 11:59pm |
| Job ID | 599940 |
Application requirements
Prepare the documents and responses below so the panel can assess your experience within the required limits.
- Resume, maximum five pages
- Cover letter, maximum two pages
- Responses to two targeted questions in the application form
The targeted questions are answered when prompted in the application form. No response word limit is stated in the advertisement; check the form before drafting to length.
Targeted questions
- Please describe a time you handled a difficult customer situation where you needed to balance organisational requirements with achieving a positive customer outcome. What actions did you take, how did you communicate with the customer, and what was the result?
- Please describe a time you managed a high-volume workload with competing deadlines. How did you prioritise your work and ensure important tasks were completed?
Essential role requirements
The role requires tertiary qualifications in economics, finance or a related discipline, and/or extensive equivalent experience. Ongoing employment requires Australian or New Zealand citizenship or Australian permanent residency. You must be willing to participate in call and team-email monitoring and review for quality assurance and training. Offers are subject to reference checks and relevant clearances.
Candidate evidence to prepare
These practical evidence areas reflect the work and candidate expectations described for this vacancy. Select examples that show your own decisions and their effect on service quality.
| Evidence area | How to demonstrate it |
|---|---|
| Complex and sensitive customer service | Use an example where a person faced difficult circumstances and you maintained service quality while observing organisational requirements. |
| Communication and stakeholder relationships | Explain how you worked with a customer, family or support network and service providers to clarify needs and agree useful next steps. |
| Financial judgement | Show what financial information you assessed, the risks you considered and why your decision was appropriate. |
| Analysis and practical problem solving | Describe a complex matter you investigated and how your actions improved a customer outcome. |
| Understanding vulnerable customers | Connect your experience supporting people with disability, older people or other vulnerable customers to the services provided by NSW Trustee and Guardian. |
Example application structure
The cover letter introduces your suitability, while the two targeted answers provide detailed examples in the application form. Keep the cover letter to a maximum of two pages and the resume to a maximum of five pages. Use the outline and question table below to give each part a clear purpose.
| Cover letter section | What to include |
|---|---|
| Opening | Explain your fit for customer onboarding and financial management services. |
| Financial decisions | Describe a relevant decision using accurate information, risk assessment and a practical outcome. |
| Vulnerable customers and relationships | Show how you supported a person’s needs and coordinated with their family, support network or other providers. |
| Closing | Briefly confirm the qualification or equivalent experience pathway you meet and your interest in the team. |
Responses to targeted questions
| Targeted question | What a strong response would include |
|---|---|
| Please describe a time you handled a difficult customer situation where you needed to balance organisational requirements with achieving a positive customer outcome. What actions did you take, how did you communicate with the customer, and what was the result? | Set out the customer’s needs and the relevant organisational obligation. Explain the options you considered, the decision you made and how you communicated it. Finish with a concrete customer outcome. |
| Please describe a time you managed a high-volume workload with competing deadlines. How did you prioritise your work and ensure important tasks were completed? | Explain the volume, deadlines and risks, then describe your prioritisation method, tracking and escalation. Show how you protected urgent or high-risk matters and checked completion. |
What the panel will want to see in your examples
- Your responsibility in the customer matter.
- The obligation, financial issue or risk that shaped your decision.
- Respectful communication with the customer and support network.
- A specific outcome and how you checked it.
Before you submit
Check names, dates and limits, remove private customer information and make sure each example explains your contribution. Open the application form before the closing day and allow time for uploads. View the official job ad and check the role description before submitting.
For help organising your letter, use our NSW Government cover letter template. If you would like Team 3Thirty to prepare the written application using your experience, you can request application support.