Principal Client Service Officer - Estate and Trust Administration Services – NSW Trustee and Guardian

- Ongoing full-time vacancy. 35 hours per week.
- Location: This role is based in Parramatta. This role has the option, after three (3) months of employment for a hybrid working arrangement, working from home up to two (2) days per week, subject to business requirements.
- 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 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 As a Principal Client Service Officer, you will step into an exciting project role leading the end-to-end review of the structure of the trust administration function and core processes within the teams. You will:

- Lead the project reviewing the trust administration function.
- Deliver an analysis of trusts under management and categories cohorts into logical segments




- Plan and workshop approaches to structure the trust team to best deliver frontline services to customers
- Make recommendations on policy and procedure improvements to uplift capability within the team.

At the conclusion of the project, as Principal Client Service Officer, you’ll lead a Service Centre team responsible for the timely, consistent and high-quality administration of deceased estates, trusts and powers of attorney. We are looking for an ethical and team-oriented leader who delivers results, solves complex problems and combines sound judgement with genuine empathy.

This is an exciting opportunity that will see you:

- Lead a customer-focused team’s daily operations and allocating work to meet service priorities.
- Interpret wills, trust deeds and other legal documents and provide practical guidance on estate, trust and power of attorney administration.
- Resolve complex matters and escalate sensitive or high-risk issues when required.
- Manage priorities, performance and consistent service delivery.
- Contribute expertise to policy, procedure, technology and business-improvement initiatives
- Build productive relationships with internal specialists, branch teams, customers, families and external service providers.
- Support organisational change and modelling NSW Trustee and Guardian’s values and behaviours.

For more information about the position, view the role description.

About you

Application is encouraged if you demonstrate the following skills, knowledge and experience:

- Lead, coach and develop a diverse team, including managing performance and competing priorities.
- Support staff handling sensitive customer circumstances with empathy and professionalism.
- Build productive relationships with customers, families, service providers and internal specialists.
- Make evidence-based decisions and resolve complex service-delivery issues.
- Monitor performance against targets and use insights to improve customer outcomes.
- You communicate with clarity and respect, value different perspectives and create a supportive, collaborative environment.
- Contribute to organisational change, policy development, system improvements and broader business initiatives





Bring your expertise and leadership to work that supports the rights, welfare and interests of the people of NSW. Apply now.

Essential requirements

- 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.
- Understand the Department’s Flexible Working Hours Agreement and to work within the required bandwidth.

What we offer NSW Trustee and Guardian offers interesting, challenging and rewarding work that has real purpose. Other benefits of joining us include:

- 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

For ongoing roles 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. 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, Tuesday 6 October 2026.

For enquiries about the role, please contact Karl Tolic, Senior Manager - 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.

📌 Principal Client Service Officer - Estate and Trust Administration Services (Parramatta)
🏢 Department Of Communities And Justice
📍 Parramatta