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Regional Manager
Townsville
Join our supportive and driven Customer Experience and Delivery (CED) Program as the Regional Manager for Townsville. You will oversee the leadership and operational management of the Queensland Public Trustee (QPT) regional office, fostering a positive culture, staff development, and aligning team efforts to our Customer First Agenda. Your role includes setting strategic directions, ensuring quality case management, and overseeing services such as disability services, trusts, and estate planning. You’ll focus on achieving KPIs, enhancing customer satisfaction, and engaging with the community. If you’re a proactive leader with a passion for operational excellence and customer service, we want to hear from you!
Job details
| Position status | Permanent |
|---|---|
| Position type | Flexible full-time |
| Occupational group | Management |
| Classification | AO8 |
| Workplace Location | Townsville region |
| Job ad reference | QLD/05/25 |
| Closing date | 28-Jan-2025 |
| Job duration | Permanent |
| Contact person | Ben Thurtell |
| Contact details | 0438 420 287 Access the National Relay Service |
About the role
At the heart of Queensland Public Trustee's (QPT) Customer Experience and Delivery (CED) portfolio lies a commitment to delivering trusted, financial decision-making advocacy, education, and services that empower Queenslanders to navigate crucial life events. From financial management for clients with impaired capacity to deceased estate administration and a will-making service, we are dedicated to providing comprehensive support.
As the Regional Manager, you'll play a pivotal role within our CED Program, you will be responsible for the overall leadership and operational management of our regional office, ensuring that every interaction reflects our commitment to excellent customer experiences. Reporting to the Director Regional Services SEQ South, you will lead a team of dedicated customer service professionals, ensuring goals and objectives are met seamlessly. This role may cover diverse work categories, including disability services, group housing, prisoners, deceased estates, and the preparation of wills and enduring powers of attorney within the sub-region.
This is a permanent full-time opportunity based in our Townsville office. Please download the role description for more information.
About you
Your proven leadership experience in a customer-facing role, strong strategic planning and governance skills, and excellent communication and interpersonal skills will drive your success. The ability to manage complex and sensitive cases with discretion and a strong focus on staff development and performance management are also crucial.
To excel in this role, the following attributes will be your keys to success:
- Proven ability to mentor and coach a team, driving collaborative success
- Proactive commitment to delivering high-quality customer service
- Proficient in conflict resolution, negotiation, and influencing skills for effective de-escalation
- Possess a positive, empathetic attitude with a solution-focused approach
- Strong focus on staff development and performance management
- Demonstrated experience in managing budgets, KPIS and performance metrics
- Ability to maintain focus and optimism under pressure, ensuring steady performance
- Excellent communication, interpersonal and stakeholder management skills
- Strong ability to interprete and apply 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.
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 two pages) 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.
Ready to take on this exciting challenge? Submit your application today and join us in delivering exceptional customer experiences at QPT.
Further information
The Queensland Public Trustee (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.
