Ongoing full-time vacancy. 35 hours per week.
Location: Sydney CBD. Flexible and hybrid working options available.
Clerk Grade: Level 1/2. Base salary $78,000 p.a. to $84,799 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.
NSW Trustee and Guardian can be appointed by a court or tribunal to manage a person's financial affairs if their decision‐making ability is impaired due to disability, age, mental illness or injury.
The Customer Experience division provides a wide range of specialist support across NSW Trustee and Guardian divisions including customer advocacy support, customer experience design, business development, marketing, brand, communications, and media services.
About the role
This role provides quality customer service through switchboard operations to customers, stakeholders, service providers and members of the public at their first point of contact with NSW Trustee and Guardian.




This role is required to demonstrate exemplary customer service that aligns to NSW Trustee and Guardian Customer Excellence Principles, at all times, for all enquiries.
This is an exciting opportunity that will see you:
Deliver professional customer service that is reflective of NSW Trustee and Guardian's Customer Excellence Principles.
Respond promptly, and effectively to triage all enquiries from customers, stakeholders, service providers and members of the public, ensuring service level agreements are met.
Engage in training, to ensure a sound understanding of NSW Trustee and Guardian products, services and processes, and improve the delivery of quality service.
About you
Application is encouraged if you demonstrate the following skills, knowledge and experience:
Experienced and passionate about supporting some of the most vulnerable members of our community. It is highly desirable for candidates to have experience in the community services sector.
Experience managing a high volume of calls in a call centre workplace.
Strong and resilient and can communicate effectively with people from a range of circumstances. The callers are often people living with intellectual disability or living with conditions which impact decision‐making. These can include, but are not limited to, serious mental health or psycho‐social issues, substance addiction, learning disabilities, acquired brain injuries or age‐related conditions such as dementia. Some of our customers may also be experiencing homelessness,



or they may be going through the criminal justice system.
Highly motivated and self‐driven to provide excellent customer service in a human service environment with also a strong commitment to supporting customers.
Experience in the use of computerized switchboards.
Ability to meet switchboard operational hours, for the provision of NSW Trustee and Guardian services for internal and external customers, between 8:30am and 5:00pm, Monday to Friday.
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 email.
What we offer
NSW Trustee and Guardian offers engaging, 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
To be eligible for ongoing employment in NSW Trustee and Guardian, you must be an Australian or New Zealand citizen, or an Australian permanent resident.
For enquiries about the role, please contact Customer Contact Team Officer, Kevin Jiang on ******
For enquiries about the recruitment process, please contact Hina Maudarbocus, Talent Advisor on **********.
Please note
If you need an adjustment in the recruitment process, please contact People and Culture via email at **********
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.
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📌 Customer Contact Team Operator (New South Wales)
🏢 the original
📍 New South Wales