Customer Liaison Officer, National Redress Scheme

The Public Trustee of Queensland; Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

The Public Trustee of Queensland in Brisbane is seeking a Client Liaison Officer to join the National Redress Scheme (NRS) team. You will provide specialist support to survivors of institutionalised child sexual abuse, acting as a trusted contact and advocate throughout their NRS journey.

This temporary full-time role is statewide across Queensland, offering opportunities to collaborate with survivors, families and stakeholders, deliver trauma-informed guidance, coordinate referrals and support

Qualifications

• Ability to communicate effectively with diverse customers and stakeholders.
• Experience handling sensitive or complex matters with discretion and empathy.
• Knowledge of trauma‑informed practice or willingness to develop it.
• Ability to interpret and apply legislation, policies, and procedures to decision‑making.

Responsibilities

• Provide trauma‑informed guidance and support to survivors throughout their NRS journey.
• Coordinate referrals and specialist support services with stakeholders across Queensland.
• Develop trauma‑informed practice and complex case management expertise.
• Collaborate within a multidisciplinary team to deliver respectful, customer‑focused services.

Skills

Compassionate communication

Stakeholder engagement

Trauma-informed practice

Case management

Organisational skills

Job description

Customer Liaison Officer, National Redress Scheme

The Public Trustee of Queensland - Brisbane QLD

Queensland Public Trustee (QPT) is seeking a Client Liaison Officer to join our National Redress Scheme (NRS) team. In this rewarding role, you will provide specialist support to survivors of institutionalised child sexual abuse, acting as a trusted point of contact and advocate throughout their engagement with the National Redress Scheme.

Working closely with survivors, their families and support networks, as well as internal and external stakeholders, you will provide trauma-informed guidance, assess eligibility, coordinate referrals and specialist support services, and contribute to positive outcomes for some of Queensland's most vulnerable community members.

This is a temporary full-time from 11 January 2027 to 30 June 2028 opportunity based statewide across Queensland.

• Make a genuine difference in people's lives: Support survivors of institutionalised child sexual abuse by providing compassionate, trauma-informed assistance throughout their National Redress Scheme journey.
• Build strong stakeholder partnerships: Collaborate with government agencies, service providers, advocates and support networks to deliver coordinated and meaningful outcomes for survivors.
• Develop specialist expertise: Gain valuable experience in trauma-informed practice, complex case management, legislative application and stakeholder engagement within a specialised service environment.
• Work in a supportive and purpose-driven team: Join a collaborative team committed to delivering respectful, professional and customer-focused services that positively impact Queensland communities.

About you

You are a compassionate and resilient professional who thrives in sensitive and complex environments. You bring strong communication and stakeholder engagement skills, sound judgement and a commitment to delivering exceptional customer service to vulnerable individuals.

To excel in this role, the following attributes will be your keys to success:

• Demonstrated ability to build rapport and communicate effectively with a diverse range of customers and stakeholders.
• Experience managing sensitive or complex matters with professionalism, discretion and empathy.
• Strong understanding of trauma-informed practice or the ability to rapidly develop specialist knowledge in this area.
• Ability to interpret and apply legislation, policies and procedures to support informed decision-making.
• Excellent organisational skills, with the ability to manage competing priorities and complex casework.
• Proven ability to work collaboratively within a multidisciplinary environment while contributing to team and organisational outcomes.

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 trust and estate administration and advancing and safeguarding the rights, interests and wishes of Queenslanders in need of financial management. We have been looking after Queenslanders and their families since 1916.