Department: Service Centre 6
Department/Agency: NSW Trustee and Guardian
Location:
Parramatta, NSW, AU, 2150 Newcastle West, NSW, AU, 2302
#job-location.job-location-inline { display: inline; }
Req ID: 85282
Manager Service Centre – NSW Trustee and Guardian
Are you an experienced people leader who is passionate about delivering high-quality customer service and making a meaningful difference for the people of NSW?
NSW Trustee and Guardian is seeking a motivated and capable Manager Service Centre to lead a high-performing Service Centre Group within the Estate Planning and Administration division. This is an opportunity to contribute to services that support customers and families at important and often challenging moments in their lives.
Temporary full-time vacancy for 6 months with a possibility of an extension. 35 hours per week.
Location: This role is based in Newcastle, with flexible and hybrid working options available.
Clerk Grade: Level 9/10. Base salary $ 133,348 p.a. to $ 146,945 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. The agency supports the NSW Trustee, the Public Guardian and the Commissioner of Dormant Funds to carry out their statutory functions. We do this by providing a range of customer-centred services, including Will-making, trustee, financial management and guardianship services, including some for the state’s most vulnerable people.
We support over 50,000 customers annually and manage almost seven billion dollars in customer assets. A NSW government agency within the Communities and Justice Portfolio, our services help support and protect people at critical moments in their lives.
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 LGBTQIA+ 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
As Manager Service Centre, you will lead the operations and management of a Service Centre, ensuring services are delivered in a timely, consistent and customer-focused way. You will support operational performance, manage competing priorities and lead a team to deliver quality outcomes for customers, stakeholders and the organisation.
In this role, you will:
Lead and manage Service Centre operations to deliver high-quality, professional, consistent and timely services.
Build a strong customer-focused culture across the team.
Develop and implement strategies that improve service delivery, workload management and operational efficiency.
Lead, coach and develop staff to support high performance and professional growth.
Manage complex matters and significant complaints to ensure effective resolution and positive customer outcomes.
Provide advice on operational and financial performance, risks and opportunities for improvement.
Contribute to organisational change by aligning people, processes and systems with NSW Trustee and Guardian’s values and priorities.
For more information about the position, view the role description.
About you
We are looking for a confident and collaborative leader who can balance operational delivery, customer service and people leadership. You will bring sound judgement, strong communication skills and the ability to support teams through competing priorities and change.
You will be well suited to this role if you have:
Experience leading teams in a customer-focused, service delivery or operational environment.
Strong people management skills, including the ability to coach, develop and support staff.
The ability to manage complex workloads, competing priorities and sensitive matters.
A commitment to delivering services that are professional, respectful and responsive to customer needs.
Sound understanding of NSW government, public sector values and the importance of ethical decision-making.
The ability to work collaboratively with internal and external stakeholders to achieve quality outcomes.
If this sounds like you, we would love to hear from you.
Essential requirements
All roles in NSWTG 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:
work-life balance with flexible work options (working from different work locations, 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 two pages in total):
Describe a time when you led a team to improve service delivery in a customer-focused environment with competing priorities and finite resources. What actions did you take to balance quality, timeliness, staff capability and customer outcomes, and what was the result?
Provide an example of how you managed a complex or sensitive customer matter, complaint or stakeholder issue while maintaining professional standards, organisational reputation and compliance with policies or legislation. What did you consider, who did you engage with, and what was the outcome?
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 11:59pm, Wednesday, 5 August 2026
For enquiries about the role, please contact Marie Brownell, Director – Estate Planning and Administration, 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.
