Senior Client Service Officer (Estate Planning) – NSW Trustee and Guardian
- Temporary full-time vacancy up to 30 June 2028. 35 hours per week.
Location: This role is based in our Parramatta office. For new employees, you will be required to attend the Parramatta office on a full-time basis (5 days per week) for the first three ( months. After three ( months of employment, a hybrid working arrangement can be negotiated, working in the Parramatta office three ( days per week and working from home up to two (- days per week, subject to business requirements.
- Clerk Grade: Level 5/6. Base salary $102,936 p.a. to $113,579 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 makes 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
Join NSW Trustee and Guardian as a Senior Client Service Officer and play a key role supporting people through important life decisions and estate planning matters. In this role, you will manage complex client enquiries, deliver high-quality service, support colleagues, and help customers navigate sensitive matters with care, professionalism and confidence.
This is an exciting opportunity that will see you:
- Deliver high-quality, timely and customer-focused services.
- Manage complex client enquiries and transactions within delegation.
- Escalate difficult matters, risks and complaints as required.
- Support, guide and share knowledge with Client Service Officers.
- Work with internal teams and stakeholders to achieve client outcomes.
- Use systems and processes to manage work accurately and efficiently.
- Identify opportunities to improve service delivery and processes.
- Model NSW Trustee and Guardian values and public sector standards.
For more information about the position, view the role description.
About you
Application is 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 communications 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.
If you’re an experienced service professional who thrives on problem-solving, empathy and purpose-driven work, we’d like to hear from you.
Essential requirements
- Understanding of NSW government and NSWTG’s key services and client base.
- 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 (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 question (maximum one page):
- Describe a time when you managed a complex customer matter involving competing priorities. What actions did you take to ensure a positive customer outcome, how did you manage risks or escalation requirements, and what was the result?
For temporary roles
To be eligible for employment in NSW Trustee and Guardian, you must be an Australian or New Zealand citizen, or an Australian permanent resident.
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, Thursday 10 September 2026.
For enquiries about the role, please contact Jay Balchand, Service Centre Manager via email: Jay.Balchand@tag,nsw.gov.au
For enquiries about the recruitment process, please contact Antonio Caswell, Talent 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.
