Are you an experienced people leader with strong operational capability and a passion for delivering customer focused services? Queensland Public Trustee (QPT) is seeking an Operations Team Leader to join our Customer Support Team (CST) within the Customer Experience and Delivery (CED) division.

Job details

In this role, you will support a team delivering frontline, telephone‑based services to Queenslanders during significant life events. You will play a key role in ensuring compliant and empathetic service delivery, while driving operational performance, workforce coordination and continuous improvement.

This is a permanent full-time AO7 leadership opportunity based in Brisbane, offering the chance to influence service outcomes and support employee development.

Why join QPT?

• Meaningful leadership work: Support the Customer Support Team (CST) to deliver essential services that assist Queenslanders during critical life stages.
• Operational impact: Influence workforce performance, service quality and continuous improvement in a high‑volume customer contact environment.
• Purpose with accountability: Be part of an organisation with a long‑standing commitment to ethical decision‑making, strong governance and responsible service of Queenslanders.
• Public sector career: Enjoy a stable, permanent role with flexible working arrangements, career pathways and competitive employment conditions.

About you

You are a confident, values‑driven leader with strong operational judgement and a customer‑first mindset, who thrives in fast‑paced service environments.

You'll succeed in this role if you bring:

• Demonstrated experience leading and developing teams to deliver high‑quality customer services.
• Strong operational and analytical skills, including workforce scheduling, performance monitoring and data‑informed decision‑making.
• A continuous improvement mindset, with the ability to lead change with clarity and optimism.
• Effective communication and relationship‑building skills.
• Sound judgement, accountability and an understanding of governance, risk and compliance.
• A strong commitment to inclusive, respectful and safe workplaces.

Experience in a customer contact centre environment and/or use of telephony systems such as Genesys Purecloud will be highly regarded.

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.

• AO7 - Operations Team Leader, Customer Support Team (PDF, 345KB)
  Role Description