A Customer Support Consultant is responsible for assessing and fulfilling financial management customer needs by applying knowledge, empathy, and professionalism. As the direct point of contact for customers through inbound and outbound calls, you will resolve enquiries for, and make decisions with, customers who do not have the capacity to manage their own financial and legal affairs. Most of this role’s time will be spent on telephone interactions with customers. Other tasks for financial administration customers are also required.

Job details

About the role

The Customer Support Team (CST) is on the lookout for enthusiastic A03 Customer Support Consultants (CSC) to join our vibrant, diverse, and geographically dispersed team for up to 6 months through an External Expression of Interest.

The CST is the primary telephone contact point for all financial management customers, their support networks, and service providers and is also responsible for completing many administration and support functions associated with financial administration.

Here's why this opportunity is too good to miss:

• A connected team: Be part of a close-knit group that thrives on collaboration, no matter where we're located.
• Innovation at its best: We're a new, dynamic team that's always looking for fresh ideas and better ways to do things.
• Cutting-edge tools: Get hands-on experience with new systems that are transforming the way we work.
• Customer-first focus: Love chatting with customers? So do we! You'll play a key role in delivering exceptional service and building strong relationships.

Register your expression of interest for any upcoming opportunities available for the AO3 Customer Support Consultant roles. All applications will remain current for 12 months.

About you

As a Customer Support Consultant, you'll be a compassionate professional with a strong customer focus and the ability to work effectively in a team. You're adept at multitasking in a fast-paced environment and possess excellent organisational skills. Handling complex and emotive situations with resilience and empathy, you're dedicated to providing outstanding service to the Queensland community.

To excel in this role, the following attributes will be your keys to success:

• Experience within a call centre environment is highly desirable.
• Possess the ability to make quick evidence-based decisions.
• Proactively committed to delivering high-quality customer service.
• Possess a positive, empathetic attitude with a solution-focused approach.
• Proficient in conflict resolution, negotiation, and influencing skills for effective de-escalation.
• Meticulous attention to detail, thriving in the bustling environment of daily tasks.
• Competence in interpreting and applying legislation, policy, and procedures within delegated limits.

What we offer

• A fulfilling role where your skills directly impact lives.
• Dynamic work environment with diverse responsibilities.
• Opportunities for personal and professional growth.
• Supportive culture prioritising employee mental health and wellbeing.

Working with us means being part of a supportive team that values your well-being and professional growth. You'll have the opportunity to make a significant impact on the lives of our customers, helping them through challenging times with dignity and respect. We offer a nurturing work environment where your resilience and self-care are prioritised, ensuring you can thrive in this rewarding role.

If you're ready to bring your customer service skills to a role that truly makes a difference, apply now to become a Customer Support Consultant with our team. Let's empower Queenslanders together!

How to apply

Please provide the following information in your application:

• A cover letter (maximum two pages) telling us what you will bring to the role and your motivation for applying.
• Your current CV or resume (maximum three pages is recommended), including any mandatory and/or other requirements.
• Details of two referees who have a thorough knowledge of your capabilities, work performance and conduct within the previous two years. It is preferable to include your current or immediate past supervisor.

Only those persons eligible to work in Australia may be employed by QPT. Prospective employees will be required to provide proof of identity and documentary evidence of their right to work in Australia.

Please note, whilst this advertisement is ongoing, applications will be assessed as they are received and candidates will be contacted as positions become available.

QPT is a value for money independent state trustee service dedicated to advancing and safeguarding the rights, interests and wishes of Queenslanders in need of financial management, trust and estate planning and administration support. We have been looking after Queenslanders and their families since 1916.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Documents

Before applying for this vacancy please ensure you read the documents below.

• AO3 - Customer Support Consultant (PDF, 342KB)
  Role Description