Client Service Officer - NSW Government Newcastle | $*****-$***** per hour + super | Monday to FridayDFP Recruitment is seeking four experienced Client Service Officers to join a NSW Government organisation based in Newcastle.
This is an excellent opportunity for customer service or case management professionals who are confident supporting customers with complex or sensitive needs.
You will manage an allocated caseload, respond to enquiries and help customers navigate their financial arrangements.
The position As a Client Service Officer, you will provide respectful, timely and customer-focused services to customers, their families and other stakeholders.
You will work within established policies and decision-making frameworks while escalating more complex matters when appropriate.Key responsibilities include:Managing an allocated caseload and progressing customer mattersSpeaking with customers and their families to understand their financial needsAssisting with budgets, payments and short- to long-term financial arrangementsResponding to enquiries and resolving customer or stakeholder concernsLiaising with families, service providers, government agencies and internal teamsMaintaining accurate case notes, records and supporting documentationMaking appropriate decisions within established policies and delegationsEscalating complex matters and significant complaints when requiredProviding empathetic support to customers who may be experiencing vulnerable circumstancesParticipating in a rotating telephone roster between 9:00am-5:00pmAbout youPrevious experience in customer service, case management, financial services,



community services or a similar environmentStrong written and verbal communication skillsThe ability to communicate empathetically with customers experiencing complex or sensitive circumstancesExperience managing competing priorities and an allocated workload or caseloadGood judgement and the ability to work within policies, procedures and delegationsStrong administrative skills and attention to detailConfidence handling challenging conversations and escalating matters appropriatelyRelevant tertiary qualifications in financial management or substantial equivalent experienceExperience within government, disability services, community services, insurance, banking, financial hardship or a regulated customer service workplace would be highly regarded.Position detailsLocation: Newcastle NSWWork arrangement: Fully office-basedHours: Monday to Friday, 9:00am-5:00pmContract end date: 30 October ****Pay rate: $*****-$***** per hour plus super, depending on experienceAlthough the initial contract is due to finish on 30 October ****, there is a strong possibility that the assignment will be extended or continue beyond this date.
Any extension cannot be guaranteed.
The successful applicants will be required to complete reference and relevant pre-employment checks.DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.
In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process.
If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via or and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
#J-*****-Ljbffr

📌 Client Service Officer (New South Wales)
🏢 Government client (agency undisclosed)
📍 New South Wales