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Public Trust Officer
Townsville
Are you a proactive individual with a flair for customer service? Join our Customer Experience and Delivery (CED) program, we currently have a fantastic temporary full-time position as a Public Trust Officer. You will be at the heart of customer interactions, addressing complex situations to create positive impacts. Use your empathy, resilience, and financial acumen to make a difference. Provide excellent customer service, manage customer files, provide expert advice and empower our customers to make insightful financial decisions. If you thrive in a dynamic team environment and value community service, this is your chance to shine!
Job details
| Position status | Fixed Term Temporary |
|---|---|
| Position type | Flexible full-time |
| Occupational group | Administration |
| Classification | AO3 |
| Workplace Location | Townsville region |
| Job ad reference | QLD/PT65/25 |
| Closing date | 11-Aug-2025 |
| Job duration | Up to 7 November 2025 with possible extension |
| Contact person | Janine Heyburn |
| Contact details | 07 4430 4201 Access the National Relay Service |
About the role
Imagine starting your day with a sense of purpose, knowing your work creates a meaningful difference. As a Public Trust Officer (PTO), you're not just managing cases; you're fostering positive relationships, contributing to change processes, and enhancing the overall customer experience. It's a journey where your skills are a lifeline for individuals facing diverse situations.
At the forefront of delivering exceptional customer service, your role involves responding promptly to inquiries, and exercising judgment in decision-making. Your financial aptitude will be crucial in managing customer cases, ensuring accuracy, and preparing documentation. A key aspect of the role is supporting vulnerable individuals with empathy and maintaining a balance between urgency and quality.
This role is a temporary full-time opportunity up to 7 November 2025 with possible extension based in Townsville. Please download the role description for more information.
In addition to the general public, PTOs have significant interactions with:
- Customers from different cultural backgrounds
- Customers who may display challenging behaviours, due to their circumstances or disability i.e. mental health, acquired brain injury, aged related condition, congenital or intellectual disability
- Customers who at times may be distressed or upset.
As a PTO, you will deal with complex and emotive situations and behaviours including customer aggression in providing services to members of our community who are experiencing vulnerability or grief. We encourage you to consider your personal resilience, and the self-care regime and coping strategies you'll employ as a PTO as we value your mental health and want you to thrive in this rewarding role. QPT has practices in place to support you and your wellbeing.
About you
You are an enthusiastic individual with a strong customer focus and the ability to work autonomously as well as within a team environment. The successful candidate will be able to multi-skill whilst working effectively in a fast-paced environment with competing priorities, be well-organised and take pride in providing a service to the Queensland community.
The following attributes will help you succeed as a PTO:
- Personal resilience and proactive a commitment to providing high-quality customer service
- Positive, empathetic attitude with a solution-focused approach
- Proficient conflict resolution, negotiation, and influencing skills for de-escalation
- Capability to maintain focus and optimism under pressure
- Meticulous attention to detail and ability to thrive in a busy work environment
- 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.
If you're ready to make a difference and bring your skills to a role where every action matters, join us at the Queensland Public Trustee. Apply now and be a vital part of our commitment to exceptional customer service in the Queensland community.
Interested in applying?
Please provide the following information:
- 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.
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.
