Job Title

Primary Purpose Of The Role Responsible for delivering high-quality customer services that are reliable, timely, and consistent with the organisations Customer Excellence Principles. The Client Service Officer is responsible for managing a customer caseload to deliver financial management services to clients and make decisions on their behalf. Key Accountabilities Develop strategies and make substitute decisions to manage client finances, including medium to long-term planning. Communicate and engage with clients to understand their financial needs and existing arrangements, build rapport, and consult on their aspirations. Actively listen to client and stakeholder concerns and enquiries, working to resolve issues across services. Deliver high-quality, respectful, consistent, empathetic, and timely services in line with Customer Excellence Principles. Work collaboratively with teams across Estate Planning & Administration and Public Guardian functions to achieve client-focused outcomes and ensure a coordinated approach. Use relevant systems and processes to support case management and contribute suggestions for service improvements. Escalate complex matters and significant complaints to senior staff as required, and support ongoing decisions, budgets, and administration under guidance. Demonstrate high performance by modelling organisational values, behaviours, and service standards. Essential Requirements Clear and concise written and oral communication. Proven success in a customer service and/or call center role Estates experience will be desirable Experience in handling sensitive customer matters High levels of empathy and resilience Ability to prioritise competing demands in a high-volume work environment. #J-18808-Ljbffr