Primary purpose of the role: The role is responsible for collaborating with the Wills and Estate Planning teams, to deliver consistent and coordinated information to Wills and Estate Planning customers, ensuring customer leads are nurtured through to appointment conversion. Key Accountabilities: Collaborate with the Wills and Estate planning teams to deliver professional, customer service that is reflective of the Department Excellence Principles. Ensure all customer leads are followed up and responded to promptly, with professional information that increases awareness of Wills and Estate Planning services. Nurture customer leads through to appointment conversion. Facilitate customer appointments including provision of pre-appointment customer information, booking of interpreters and support services as required. Work collaboratively, consulting and providing information to enable Wills and Estate Planning teams to deliver excellent customer experiences. Execute administrative tasks regarding document searches and customer requests for retrieval and/or revocation of Wills and Estate Planning instruments held by the Department. Conduct post appointment feedback research. 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.