As a Public Trust Officer (PTO) you’ll be part of a purpose driven team within the Customer Experience and Delivery (CED) portfolio, contributing to essential estate planning and financial decision making services that protect the rights, wishes and wellbeing of our customers. You’ll support a wide range of customers, including people from diverse backgrounds and those experiencing vulnerability, distress or challenging circumstances. The role can involve complex or emotive interactions, and QPT has strong wellbeing support in place to help you perform at your best.

Job details

In this permanent position in Ipswich, you will focus on guiding customers through the Will making process and delivering high quality, empathetic advice.

Why join QPT?

In this role you will enjoy:

• Customer engagement: - Create respectful, empathetic interactions, particularly when guiding customers through important life decisions such as preparing their Will and financial decision making.
• Collaborative and outcome‑focused relationships: - Foster supportive relationships. that empower customers to make informed choices.
• Professional development: Grow your capability in customer service, decision‑making and key legislative frameworks—Wills, Powers of Attorney, deceased estates and financial management.
• Clear and proactive communication: - Provide timely, accurate explanations essential estate planning and financial decision‑making services that protect the rights, wishes and wellbeing of our customers.

About you

You're a customer‑focused professional who thrives in a fast‑paced environment. You work well in a team, bring a positive, solutions‑focused approach, and take pride in delivering meaningful services to the Queensland community.                                

You'll excel in this role if you have:

• A positive, empathetic and solutions‑focused approach
• Strong communication and decision‑making skills
• The ability to remain calm, resilient and optimistic under pressure
• High attention to detail and excellent organisational skills
• Confidence in interpreting and applying legislation, policy and procedures
• The ability to build rapport quickly and work collaboratively within a team

What you'll do

In this role, you will:

• Guide customers through the Will‑making process, providing clear explanations, preparing accurate documentation and ensuring each Will reflects the customer's wishes and legislative requirements.
• Respond to and prioritise competing requests, while maintaining high standards of accuracy and professionalism.
• Record all customer interactions, decisions and supporting documentation accurately in case management systems to maintain high‑quality file integrity.
• Exercise sound judgement with customers and their support networks, explaining options and outcomes clearly.
• Build respectful and effective working relationships with colleagues and stakeholders at all levels.
• Be prepared to also apply your skills in the delivery of financial administration services for customers with impaired capacity for decision-making.

Interested in applying?

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.

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 - Public Trust Officer, Customer Experience and Delivery Ipswich (Permanent) (PDF, 498KB)
  Role Description