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Customer Service Desk Consultant

Customer Service Managers
Contract Part Time
587 days ago
  • Ongoing vacancy. 35 hours per week.
  • Clerk Grade 3/4. Base salary $75,992 p.a. to $83,211 p.a. plus superannuation and annual leave loading.
  • Customer facing role
  • Opportunities to up-skill and develop your career
  • Location: Parramatta
  • Flexible working options available, 3 days in office, 2 days working from home.

It is an exciting time to join NSW Trustee and Guardian as we drive to be more customer-centred and financially sustainable.

We are looking for two motivated Customer Service Desk Consultants to join our Customer Experience Division and help make a difference to our customers. These new roles will be responsible for supporting our Wills an Estate Planning teams, ensuring all customer enquiries are followed up and responded to promptly, providing professional information that increases awareness of NSW Trustee and Guardian’s services.

You will play a key role in nurturing customer leads through to appointments. You will work primarily by phone and email, delivering excellent customer service that meets the individual needs of NSW Trustee and Guardian’s diverse customers.

About NSW Trustee & Guardian

At NSW Trustee & Guardian, we protect, promote, and support the rights, dignity, choices and wishes of our customers. Whether we are writing a Will, acting as an executor, attorney, trustee, guardian, or financial manager, we are here for critical moments in our customers’ lives. Join our dedicated NSW Government agency and make a difference in the lives of over 47,000 people each year.

About the Customer Experience Division

The Customer Experience division provides a wide range of specialist support across NSW Trustee & Guardian divisions including customer advocacy support, service design, business development, marketing, brand, communications, and media services

About the role

  • The Customer Service Desk Consultant is responsible for managing leads, enquiries and confirming appointments to create a Will. Leads from online forms, phone calls and community events and are nurtured through to appointment conversion.
  • The consultant is also responsible for administrative tasks including managing retrieval of Wills and other planning documents for customers.
  • You will collaborate closely with the Wills and Estate planning teams throughout NSW to deliver consistent and co-ordinated information to customers.
  • The consultant may also be asked to collaborate with marketing and communications team members on lead generation campaigns, relevant customer communications and internal communications.
  • Customer Service Desk Consultants must demonstrate exemplary customer service aligned to NSW Trustee & Guardian’s Customer Excellence Principles whenever engaging with customers.

Essential Requirements

To be successful in the role, you must have:

  • Demonstrated experience delivering outstanding customer service that drives commercial outcomes.
  • Previous experience in sales, both inbound and outbound calls.
  • Experience in a Professional Services organisation that provides services with a high degree of legal or technical complexity.
  • Excellent written and verbal communication skills.
  • Ability to work well within a team and thrive in a customer-centric environment

Sound like you? Apply now!

Our commitment to diversity

Our workplace reflects the diverse community we serve. We encourage applications from all backgrounds, experiences, and abilities. This includes all genders, people with disability, Aboriginal and Torres Strait Islanders, the LGBTI community and people from culturally diverse backgrounds.

What we offer

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

  • Work-life balance with flexible work options including flexi-leave
  • Leave options including 14 weeks parental or adoption leave
  • Career development including study leave
  • Fitness Passport with discounted membership to a range of gyms across NSW

For more about joining us, visit the Careers page on our website.

How to apply

  • View the role description
  • Read: writing your job application for tips with the application process.
  • Complete the online application - do not email applications or submit on LinkedIn. Only applications submitted via the online portal will be accepted
  • Submit a resume (maximum 5 pages)
  • Attach a cover letter (maximum 2 pages) addressing the following:
    • Outline how you meet the capabilities of this role, as specified in the role description.
    • Provide examples where you can demonstrate the key knowledge and experience, and essential requirements of this role, as specified in the role description.

Applications close 11:59pm, Sunday 22 January 2023.


  • Enquiries about the role- please contact Jacqueline Keenan, Senior Manager, Customer Engagement on 0411767347 or email

Please note:

  • If you need an adjustment to the recruitment process or in the workplace, please let us know as soon as possible.
  • Offers of employment will be subject to reference checks and relevant clearances.
  • A talent pool may be created for future ongoing, temporary, and part-time roles, and is valid for 18-months.
  • All candidates applying for this role must comply with our COVID-19 Vaccination Policy, have an up-to-date COVID-19 vaccination status and be able to provide acceptable proof. Further information about vaccination requirements will be provided to successful candidates and is also available via email request to
Salary Details*
Salary Type Normal Wages
Base Salary $75,992
Superannuation 9.5%
Bonus offered No
Total Package $83,211
* Salary details are calculated without bonus and monthly payout as per tax bracket without tax threshold and other allowances. Its always good to confirm these details with the employer or recruiter.
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