Customer Information Specialist

Customer Information Specialist – NSW Trustee and Guardian 

• Ongoing full-time vacancy. 35 hours per week. 

• Location: This role is based in Parramatta or Sydney CBD. Flexible and hybrid working options available. 

• Clerk Grade: Level. 5/6. Base salary $99,938 p.a. to $110,271 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 LGBTI community and people from culturally diverse backgrounds. 

 

About the team  

The Information and Technology team delivers secure, modern, and efficient digital services by maintaining robust technological infrastructure, developing and supporting critical business applications, and leading strategic technology initiatives aligned with the organisation’s objectives.    

 

About the role 

The Customer Information Specialist is responsible for leading the Customer Information team to ensure all legal orders and customer information received is accurately recorded in the relevant customer information systems to maintain data quality and to support NSW Trustee and Guardian (NSWTG) to deliver services in relation to the legal authority.    

This is an exciting opportunity that will see you: 

• Ensure all legal orders and associated communications received by NSWTG are recorded accurately in the relevant customer information systems in accordance with State Records Act legislation and NSWTG procedures.  

• Manage the Customer Information team operations and assign workloads (including self-assigning work) to ensure timely service and delivery of information to internal and external customers.  

• Develop and assign tasks for the Customer Information team to routinely review and remediate data quality issues in customer information systems.  

• Develop team procedures and conduct training to ensure the Customer Information team are supported to maintain consistent service quality.  

• Produce and monitor reports on the operational performance of the Customer Information team to inform decision-making and respond to service delivery needs.  

• Review and action information requests by internal stakeholders to support responses to subpoenas and Government Information Public Access Act (GIPAA) applications.  

• Maintain current knowledge of all legislation and procedures relevant to managing and recording legal orders. 

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

 

About you 

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

• Experience working with customer information systems, case management systems, or other structured data environments. 

• Understanding of information management principles, data quality processes, and relevant legislation such as the State Records Act and privacy requirements. 

• A collaborative working style with the ability to foster a positive team culture and support continuous improvement. 

• High‑level written and verbal communication skills, with confidence in producing clear procedures and training materials. 

Sound like you? We would love to hear from you! 

 

Essential requirements   

• Tertiary qualifications in information management or other relevant fields and/or equivalent knowledge and experience in a data entry or administr