- Work Setup: 100% On-site (No hybrid/WFH options available for this contractor intake)
- Hourly Rate: $35 – $41 per hour + Super (Flexible based on candidate experience and caliber)
- Contract Term: Initial 1-month contract with highly anticipated rolling extensions up to 6+ months (Pre-approved funding is in place, with a strong push to extend through the end of the year)
- Hours: Full-time (7 hours per day, 35 hours per week)
About Our Client
Our client is a premier NSW Government statutory authority that provides independent, professional trustee, guardian, and financial management services. Their customers come from incredibly diverse backgrounds, but they share a common need: someone to act in their best interests. Our client's specialized teams deliver these crucial community services with integrity, compassion, and professionalism, ensuring that every individual receives dignity, respect, and the support they need.
The Purpose of the Onboarding Team
This specific division plays a critical role in onboarding new customers who are placed under Financial Management Orders, effectively setting the tone for their entire journey with the agency.
The team's primary purpose is to provide a positive, stable onboarding experience by taking the time to understand each customer's personal story, assessing their immediate financial situations, and making timely decisions where personal wellbeing is paramount. Customers typically remain within this intake and foundation team for up to six months while accounts are established and sustainable budgets are built before transitioning them to long-term management.
The Role & Daily Responsibilities
As a Client Service Officer, successful candidates will manage a dedicated caseload of 30 to 40 clients while working collaboratively within a transparent, highly supportive team environment. Day-to-day focus areas will include:
- Caseload & Budget Management: Assessing complex financial circumstances, analyzing everyday affordability, and creating structured action plans and sustainable daily budgets.
- Phone Triage & Support: Spending a dedicated 2 hours per day on the phone lines, answering incoming inquiries transparently across the shared team queue.
- Immediate Decision-Making: Reviewing and making swift, logical recommendations regarding asset and wealth management requests (e.g., funding accommodation, utilities, or personal goals) backed by internal legal and financial planning specialists.
- Diverse Vulnerable Demographics: Onboarding and supporting a wide range of individuals, including NDIS participants, customers in aged care, people previously in care, and customers with significant assets or property.
The Challenges You Will Navigate
- The Emotional Boundary: The agency's customers are navigating difficult life chapters and their financial orders are court-appointed. Officers must balance profound empathy with strict adherence to policy, legislation, and financial reality.
- Firm Negotiation: Successful candidates will routinely handle difficult conversations. This requires the maturity and patience to de-escalate tension, explain the financial reality, and negotiate alternative strategies to build trust and long-term savings.
- Fast-Paced System Agility: Managing high volumes of administrative tasks across multiple internal software platforms, requiring quick technical tracking and compliance.
What Our Client Looks For in a Candidate
Our client is looking for well-rounded, experienced, and resilient professionals who want to build a rewarding, long-term career in the public service and care sectors.
- Experience: Backgrounds in the NDIS, care coordination, community services, banking, or practical wealth/financial administration are highly regarded. Alternately, high-volume, fast-paced customer-centric industries (e.g., travel or hospitality) translate beautifully if the candidate can follow rigid processes.
- Key Soft Skills: Exceptional active listening, deep empathy without losing professional boundaries, sharp negotiation tactics, and a high degree of patience.
- Tech-Savvy: The capability to absorb complex legislative rules and confidently navigate digital systems quickly.
- Intent: Our client wants candidates who genuinely care about community outcomes and are committed to staying—not those seeking a brief, temporary stopover while searching for other work.
Why You'll Love Joining Their Team (Perks & Culture)
- Unmatched Training & Mentorship: Our client has heavily overhauled their induction pipelines. New starters will receive extensive training and daily mentorship from senior team officers invested in their success.
- True Stability & Longevity: Don’t let the "month-to-month" government hiring framework fool you. If a contractor performs well, our client protects their talent; current contractors routinely stay with the agency for 1.5 to 2 years.
- Deeply Supportive Team Culture: They operate as one team, openly sharing knowledge, celebrating successes, and maintaining high standards with kindness. Our client prioritizes personal wellbeing alongside professional excellence, featuring regular team initiatives like "Fun Fridays".
- Visa Inclusivity: They openly welcome and advocate for Working Holiday Visa (WHV) holders who can commit to a solid, continuous 6-month period.
Essential Pre-Employment Requirements
To be considered, candidates must successfully clear:
- Two (2) professional reference checks.
- A National Police Check via Fit2Work.
- An explicit commitment to working 100% on-site at the Parramatta hub.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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