Job Description

Customer Service Officer - NSW Trustee & Guardian | Newcastle

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Location: Newcastle West, NSW
n Pay Rate: $41 per hour + super
n Contract: ASAP - 30 October 2026, with possibility of extension
n Hours: Monday to Friday, 9:00am-5:00pm
n Work Arrangement: 100% onsite - no WFH

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APG Workforce is seeking an experienced Customer Service Officer - Customer Engagement to join NSW Trustee & Guardian within the Proactive Customer Management team in Newcastle.

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This role is focused on delivering high-quality customer service to Estate Management customers, responding to enquiries across phone, email and other channels and providing accurate and efficient resolutions.

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About the Role

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- Responding to inbound customer enquiries via phone, email and other channels
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- Providing accurate information and resolving enquiries in line with policies and procedures
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- Using empathetic, trauma-informed communication and de-escalation techniques when assisting vulnerable customers
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- Maintaining accurate customer, interaction and transaction records
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- Managing and resolving customer concerns and complaints, escalating complex matters when required
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- Working within agreed service standards and KPIs in a high-volume customer service environment
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About You

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We are looking for someone with strong customer service and communication skills who is confident working in a busy, high-volume workplace. Previous experience in a customer-focused call centre is highly desirable.

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You will also require experience using computerised telephone, switchboard or similar systems. The role description lists tertiary qualifications relevant to financial management and/or extensive equivalent experience as an essential requirement.

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If you're an experienced customer service professional looking for an opportunity within NSW Government,

📌 Customer Service Officer - Government (New South Wales)
🏢 Apg Workforce
📍 New South Wales