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Senior Public Trust Officer
Statewide
Are you an expert in financial administration with a passion for exceptional customer service? Join Queensland Public Trustee (QPT) as a Senior Public Trust Officer in our Customer Support Team (CST). In this integral role, you'll manage complex matters in a call centre environment, provide expert advice, and deliver outstanding customer service, contributing significantly to financial management administration. This temporary opportunity is perfect for a dedicated professional who thrives in a supportive and challenging environment.
Job details
| Position status | Fixed Term Temporary |
|---|---|
| Position type | Flexible full-time |
| Occupational group | Administration |
| Classification | AO4 |
| Workplace Location | Flexible |
| Job ad reference | QLD/PT103/24 |
| Closing date | 05-Dec-2024 |
| Job duration | 3 February 2025 up to 12 months |
| Contact person | Madeline Tyrus |
| Contact details | 0498 843 869 Access the National Relay Service |
About the role
In the heart of the Queensland Public Trustee's (QPT) Customer Experience and Delivery (CED) portfolio lies a dedication to empowering Queenslanders through trusted financial services. Within the CED division, the Customer Support Team (CST) serves as the primary point of contact for financial management customers, their support networks, and service providers whilst also completing administrative tasks.
As the Senior Public Trust Officer within CST, you'll complete various administration tasks associated with financial administration, ensuring efficient and high-quality service delivery. You will offer guidance, support, training, and assistance to junior staff, ensuring adherence to best practices and procedures. Your responsibilities include reviewing documents and decisions made by Customer Support Consultants to ensure compliance with office policies and procedures, as well as negotiating and resolving conflicts through call escalation processes to meet customer service needs and Key Performance Indicators (KPIs). Supporting staff in regional offices, you will be required to engage with both internal and external stakeholders to achieve customer-focused outcomes.
This is a temporary full-time opportunity from 3 February 2025 for up to 12 months available statewide. Please download the Role Description for additional information.
About you
As a Senior Public Trust Officer, you'll be valued for your exceptional communication skills, ability to de-escalate situations, and keen understanding of customers' needs over the telephone. You are a collaborative individual who thrives in a fast-paced, customer-focused environments with excellent time management skills.
To excel in this role, the following attributes will be your keys to success:
- Proficient in conflict resolution, negotiation, and influencing skills for effective de-escalation
- Exhibits a high degree of adaptability and responsiveness to change in a dynamic work environment
- Ability to make quick evidence-based decisions
- Supportive team member who has a genuine desire to coach others
- Proactively committed to delivering high-quality customer service
- Possess a positive, empathetic attitude with a solution-focused approach
- Ability to maintain focus and optimism under pressure, ensuring steady performance
- 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 cultures prioritising employee mental health and wellbeing
If you are passionate about making a difference in the lives of Queenslanders through exceptional financial and administrative support, we encourage you to apply for this rewarding role. Join us in our mission to provide trusted financial services and support to those who need it most.
How to apply
If you are interested in working with us, please provide the following information:
- Your current resume, including a comprehensive employment history and any relevant qualifications and professional certifications you hold.
- A cover letter (no more than one page) outlining recent examples of your ability to demonstrate the ‘Key capabilities' required to perform the ‘Key responsibilities' of the role, as outlined above.
- Contact details for two referees. At least one referee should have thorough knowledge of your conduct and performance within the previous two years. If you are a current or previous public service employee, please nominate a referee who can report on your public service employment.
- Details of any visa conditions if you are not an Australian citizen or do not have permanent residency status.
The 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.
