Position Overview
| Position Title | Client Service Officer (Customer Specialist Centre) |
| Organisation/Entity | NSW Trustee and Guardian |
| Job Location | Surry Hills, Sydney |
| Work Type | Full-Time, Ongoing |
| Base Pay | $79,032 – $86,539 plus superannuation and annual leave loading |
| Closing Date | 1 December 2024 |
Client Service Officer at NSW Trustee and Guardian
Are you passionate about making a real difference in people’s lives? The Client Service Officer (Customer Specialist Centre) position at the NSW Trustee and Guardian offers a unique opportunity to support some of the most vulnerable members of our community.
Based in the heart of Surry Hills, Sydney, this role involves delivering face-to-face, intensive financial management services that are customer-centred and align with NSW Trustee and Guardian’s Customer Excellence Principles.
The Customer Specialist Centre is part of the Proactive Customer Management Team within the Estate Management division. As a Client Service Officer, you will work closely with customers to understand their financial needs, build rapport, and make decisions in their best interests.
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Challenges for a Client Service Officer
Working as a Client Service Officer in the Customer Specialist Centre comes with its unique set of challenges. You will be engaging face-to-face with customers who may be experiencing homelessness, substance misuse, chronic mental illness, or contact with the criminal justice system. This requires exceptional communication skills, empathy, and the ability to build trust quickly.
The role demands a high level of resilience and adaptability. You’ll need to navigate complex situations, manage individual caseloads, and make critical financial decisions on behalf of customers who have impaired decision-making abilities due to disability, age, mental illness, or injury. Balancing the customers’ needs with legal and organisational requirements adds another layer of complexity to the role.
Is the Client Service Officer role for you?
We like this role for a range of reasons. How does this sound?
- Entry-Level Opportunity: Ideal for individuals seeking to enter the public sector and grow their career.
- External Candidates Welcome: Perfect for those looking to transition into a government role from other sectors.
- Multiple Positions Available: Two ongoing full-time positions are up for grabs, increasing your chances of securing the role.
- Talent Pool Creation: A talent pool will be created for future roles, providing more opportunities down the line.
- Meaningful Impact: Work in a dedicated team supporting vulnerable communities, making a real difference in customers’ lives.
- Professional Growth: Gain valuable experience in financial management services within a reputable government agency.
- Supportive Environment: Be part of a team that values diversity, collaboration, and customer excellence.
Application Requirements for the Client Service Officer role
Application Process
To apply for the Client Service Officer role, you’ll need to submit the following documents:
- Resume: Maximum of five pages detailing your relevant experience and qualifications.
- Cover Letter: A brief letter (maximum two pages) outlining your skills, experience, and suitability for the role.
Additionally, you are required to answer the following targeted questions:
- Using an example, describe how you have ensured accuracy and completeness in estimating costs and calculating and recording financial information.
- Provide an example of a difficult customer service situation you have dealt with. Describe the situation, how you communicated with the customer and what was the outcome of the situation.
These questions are designed to assess your competency and suitability for the role. It’s advisable to answer them using the STAR (Situation, Task, Action, Result) method to provide a structured and comprehensive response.
When you’ve got everything ready, you need to apply online through iworkfornsw. You can click here to apply.
Application Checklist
| Application Document | Completed |
| Resume (max five pages) | ✅ |
| Cover Letter (max two pages) | ✅ |
| Answered Targeted Questions | ✅ |
| Reviewed Role Description and Focus Capabilities | ✅ |
| Aligned Application with Focus Capabilities | ✅ |
| Submitted Application Before Closing Date | ✅ |
Understanding and Addressing Focus Capabilities
Before submitting your application, it’s crucial to review the role description and understand the focus capabilities required for the position. Focus capabilities are the key knowledge, skills, and abilities that are essential for successful performance in the role.
You can find more information about the NSW Capability Framework and its importance at the following link: NSW Public Sector Capability Framework.
Aligning your application with these capabilities demonstrates your suitability for the role. Be sure to highlight relevant experiences and skills in your resume and cover letter, and address them explicitly in your responses to the targeted questions.
Want help with your cover letter?
Get your cover letter reviewed by a NSW Government Recruitment Expert.
Example Candidate for Client Service Officer
Meet Alex, a dedicated professional with a background in community services.
Alex has spent the past three years working with non-profit organisations, supporting individuals with disabilities and mental health challenges.
Seeking to apply their skills in a new role, Alex is passionate about making a meaningful impact and is excited about the opportunity to become a Client Service Officer at the Customer Specialist Centre.
With strong communication skills and a compassionate approach, Alex is eager to contribute to the NSW Trustee and Guardian’s mission of protecting and supporting the rights and dignity of vulnerable customers.
Example Cover Letter for the Client Service Officer role
Dear Hiring Manager,
I am excited to apply for the Client Service Officer (Customer Specialist Centre) position at NSW Trustee and Guardian. With a strong background in community services and a passion for delivering exceptional client support, I am eager to bring my skills to your team.
In my previous role as a Support Worker at Community Care Inc., I encountered a situation where a client disclosed a potential conflict of interest involving their support arrangements. The client expressed discomfort about a personal relationship they had with another service provider within the organisation, raising concerns about professionalism and boundaries.
To address this, I listened actively to the client’s concerns, acknowledging their feelings and ensuring them that the issue would be handled with sensitivity and confidentiality. I carefully documented the matter in line with organisational policies and escalated it to the appropriate manager for review. While doing so, I ensured the client understood the steps being taken and explained their rights and the relevant organisational codes of conduct in plain language.
As a result, the situation was resolved transparently and ethically, reinforcing the client’s trust in our services and the organisation’s integrity. This experience strengthened my understanding of the importance of upholding ethical standards and clear communication to ensure professionalism and compliance with policies.
Using an example, describe how you have ensured accuracy and completeness in estimating costs and calculating and recording financial information.
In my role as a Support Worker, I assisted a client facing financial difficulties due to unmanaged expenses. The client’s spending was inconsistent, which frequently resulted in budget shortfalls.
I conducted a detailed analysis of their financial records, categorising expenses and comparing them against income. I developed an itemised budget using spreadsheet software, ensuring that all calculations were accurate and complete. I then walked the client through the budget, explaining it in simple terms and providing tools to help them monitor their expenses moving forward.
As a result, the client gained clarity on their financial situation, reduced unnecessary expenses, and improved their financial stability. This experience demonstrated my ability to ensure precision in financial management and effectively support clients in complex situations.
Provide an example of a difficult customer service situation you have dealt with. Describe the situation, how you communicated with the customer, and what was the outcome of the situation.
At Community Care Inc., I encountered a challenging situation involving a client in the midst of a mental health crisis. The client was distressed and uncooperative during a scheduled meeting, making it difficult to address their immediate needs.
I remained calm and empathetic, actively listening to understand their concerns and validating their emotions. I used clear and plain communication to reassure the client, explaining the steps I would take to ensure their safety and support. Recognising the complexity of the situation, I collaborated with mental health professionals to provide the appropriate care and resources.
By the end of the interaction, the client felt supported and the immediate crisis was resolved. This experience strengthened our rapport and highlighted the importance of clear, empathetic communication in building trust and achieving positive outcomes.
NSW Trustee and Guardian’s commitment to customer excellence resonates with my professional values. I am confident that my experience in supporting clients with complex needs and my dedication to delivering high-quality service align with the focus capabilities required for this role.
Thank you for considering my application. I look forward to the opportunity to discuss how my skills can contribute to the success of the Customer Specialist Centre.
Kind regards,
Alex
Explaining the STAR Technique
The STAR technique is a structured method used to answer behavioural interview questions and is highly effective in public sector applications. STAR stands for Situation, Task, Action, and Result. It helps you provide concrete examples of your skills and experiences.
- Situation: Describe the context within which you performed a task or faced a challenge.
- Task: Explain the actual task or responsibility that you needed to undertake.
- Action: Detail the specific actions you took to complete the task or overcome the challenge.
- Result: Share the outcomes or results of your actions.
In the example cover letter, Alex used the STAR technique to answer the targeted questions, providing clear and concise examples that demonstrate their competencies. Using this method in your application can effectively showcase your abilities and suitability for the role.
Interview Preparation and Conclusion
Preparing for the Interview
Congratulations if you’ve been invited for an interview! The NSW Public Service Commission provides a valuable resource with example interview questions, which you can find here: Capability Application Tool.
Based on the role, here are three example questions you might encounter:
- Can you describe a time when you identified or addressed misconduct or unethical behavior in the workplace? How did you handle the situation, and what was the outcome?
- Tell us about a situation where you faced a potential conflict of interest. How did you ensure that you acted transparently and maintained ethical standards?
- Can you share an example of a time when you had to explain a complex idea or policy to someone who was unfamiliar with it? How did you ensure they understood?
During the interview, expect questions that assess your ability to handle sensitive situations, your understanding of the role, and how your values align with those of NSW Trustee and Guardian. Be prepared to provide examples using the STAR technique and demonstrate your commitment to customer excellence.
Great opportunity for you!
Securing a position as a Client Service Officer at the Customer Specialist Centre is not just a job—it’s an opportunity to make a meaningful impact on the lives of vulnerable individuals in our community. By aligning your application with the focus capabilities and showcasing your dedication to customer service, you position yourself as a strong candidate.
Remember, every interaction you have in this role can make a significant difference in someone’s life. Your skills, compassion, and professionalism are invaluable assets that can contribute to the mission of NSW Trustee and Guardian.
Need help with your application? Contact us for a free cover letter review or share this opportunity with someone who might be interested.
