Customer Contact Team Officer – NSW Trustee and Guardian
- Ongoing full-time vacancy. 35 hours per week.
- Location: Sydney CBD. Flexible and hybrid working options available.
- Clerk Grade: Level 7/8. Base salary $116,981 p.a. to $129,492 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 NSW Trustee and Guardian Customer Contact Team is based in the Sydney CBD office and operates as the switchboard for NSW Trustee and Guardian. The team of seven operators handle thousands of calls each week from our customers, their family members, carers and health care providers. They also handle calls from other government agencies, industry sector organisations and community members. All calls are triaged and transferred to the appropriate NSWTG front line team.
About the role
This role is responsible for leading a high-performing team to deliver switchboard operations at NSWTG. This role is responsible for managing and role-modelling exemplary customer service, ensuring consistent quality standards are delivered for all customers, stakeholders, service providers and members of the public at their first point of contact with NSWTG.
The role will also assist with service delivery improvement projects, collaborating broadly across NSWTG to share customer insights and generate ideas to solve problems that improve customer experience. These projects will align with customer needs, NSWTG’s Strategic Plan 2025-28 and the NSW Government Customer Commitments.
Day to day, you will:
- Lead the Customer Contact Team, managing staff resources to ensure delivery of professional service that is reflective of NSWTG’s Values and the NSW Government Customer Commitments
- Review, identify and address workforce needs to support the team in the delivery of effective triage of all enquiries from customers, stakeholders, service providers and members of the public
- Provide phone relief for staff during peak work periods, and act as an escalation point for more complex matters and enquiries
- Generate and analyse performance reporting, sharing feedback and developing recommendations for process and service delivery improvements
- Develop and nurture strong stakeholder relationships through effective communication, influencing, and issue management
- Apply best practice contact centre methodologies to engage diverse and vulnerable customers
For more information about the position, view the role description.
About you
You are an approachable and confident people leader with proven experience in high-volume, customer-focused contact environments. You set clear service standards, coach others to succeed, and remain calm and solutions-focused when managing competing priorities and complex enquiries.
- Demonstrated experience in high-volume, customer-focused call centre environments.
- Proven ability to manage and lead a high-performing team within a call centre environment, including developing work schedules and rosters to meet operational needs.
- Strong customer service capability, with experience supporting a diverse range of customers; experience working with vulnerable customer groups is highly desirable.
- Sound judgement and communication skills, with the ability to resolve escalations and support staff through sensitive or complex interactions.
Essential requirements
- Experience in the use of computerised switchboards or similar.
- 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.
- Ability to work within the provision of services for internal and external customers between the hours of 8:30am and 5:00pm, Monday to Friday.
Desirable requirements
- Experience working in government, health, aged care, or other similarly regulated service environments is desirable.
If you are a people-focused leader who thrives in a fast-paced contact environment and is passionate about continuous improvement, we’d love to hear from you.
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) and brief cover letter (maximum two pages) outlining your skills, experience and suitability for the role
- answer the following targeted question when prompted within the application process (Max 500 words)
Targeted Question: As a leader, how do you coach your team to communicate consistently and professionally when speaking to customers on the phone and how do you use call monitoring to improve your team’s performance? (Maximum 500 words)
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, Sunday 28 June 2026
For enquiries about the role, please contact Saarah Rusmaully, Platforms and Support Team Lead via email on
[email protected].
For enquiries about the recruitment process, please contact Hina Maudarbocus, Talent Advisor on
[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.
