Customer Service Officer

Mutual Trust Pty Ltd; Perth; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Inclusive culture

Gender equality recognition (EWAGE)

Professional training and development

Health and well-being allowance

Employee assistance program

Annual performance payment

Volunteer days and staff giving

Reward and recognition program

Ongoing staff entertainment

Job summary

Mutual Trust Pty Ltd in Perth seeks a capable, highly organised Trust Officer to support trustee operations and beneficiary services. You will guide applicants through native title trust processes, respond to inquiries, and help with distribution applications in a fast-paced, trusted environment.

Join a team that values training, accuracy and discretion. The role emphasizes empathy, clear communication, and professional service for families and communities served by Native Title Trusts.

Qualifications

• You may currently work in professional services, administration or another fast-paced client service environment.
• Training and support will be provided to develop your knowledge in trustee services.

Responsibilities

• Respond confidently and professionally to beneficiary enquiries by phone, email and in person.
• Guide beneficiaries through distribution applications and explain requirements clearly.
• Process a high volume of applications accurately and efficiently.
• Review information and supporting documentation.
• Apply established policies and procedures consistently and fairly.
• Maintain accurate records and update internal systems.
• Handle difficult conversations calmly and professionally.
• Identify when a matter requires escalation and involve senior team members appropriately.
• Work closely with colleagues in a fast-paced, collaborative team.

Skills

Customer service

Communication

Attention to detail

Empathy & discretion

Computer skills

Team collaboration

Job description

Build your career in a professional services environment

Mutual Trust is a multi-family office providing integrated wealth services to some of Australia’s most successful families, family businesses, trustees, not-for-profits and individuals. Our purpose is to help families achieve what matters most.

We are seeking a capable, highly organised customer service professional to join our Trustee Operations team in Perth. This is an opportunity to gain valuable professional experience in a specialist area of trustee services, supporting the administration of Native Title Trusts and the beneficiaries and communities they serve.

Working as part of a busy team, you'll respond to beneficiary enquiries and assist with processing distribution requests in line with established trust policies and procedures. The work is fast-paced and varied, requiring strong attention to detail, sound judgement and the ability to manage competing priorities.

Previous trustee experience is not essential, as training and support will be provided. We're looking for someone who learns quickly, communicates confidently and respectfully, demonstrates empathy and discretion, and can work accurately in a busy environment.

About the role

As a Trust Officer, you'll play an important role in helping beneficiaries access support through their Native Title Trusts. You'll be a key point of contact, guiding people through the application process, answering questions and helping them understand what's required.

The role involves a high volume of beneficiary enquiries and distribution applications, including situations that require patience, sensitivity and clear communication. You'll need to balance empathy with professionalism, manage expectations and work consistently within established trust requirements.

You'll be supported by an experienced team as you develop your knowledge and confidence in this specialist area.

What you’ll do

In this role, you will:

• Respond confidently and professionally to beneficiary enquiries by phone, email and in person.
• Guide beneficiaries through distribution applications and explain requirements clearly.
• Process a high volume of applications accurately and efficiently.
• Review information and supporting documentation.
• Apply established policies and procedures consistently and fairly.
• Maintain accurate records and update internal systems.
• Handle difficult conversations calmly and professionally.
• Identify when a matter requires escalation and involve senior team members appropriately.
• Work closely with colleagues in a fast-paced, collaborative team.

About you

You may currently work in professional services, administration or another fast-paced client service environment. You don’t need to have done this exact role before. What matters most is your approach to work and your ability to learn.

You’ll likely thrive here if you:

• Pick up new concepts, systems and processes quickly.
• Communicate clearly, confidently and professionally with people.
• Enjoy working at pace and having plenty to do.
• Can manage competing priorities without losing attention to detail.
• Combine empathy with the confidence to set clear boundaries.
• Have good computer skills and enjoy learning new systems.
• Bring energy, reliability and a positive approach to your team.

If you are looking for an opportunity to accelerate your professional development, build specialist knowledge and establish yourself within a highly regarded professional services firm, we would encourage you to apply.

Joining Mutual Trust offers you the opportunity to enjoy:

• Inclusive and equitable culture - proudly recognised as an Employer of Choice for Gender Equality (Workplace Gender Equality Agency).
• Award winning industry leadership - winner of the Euromoney Private Banking Awards 2026 - Australia’s Best for Family Office Services.
• Professional training and development for staff of all levels.
• Yearly health and well-being allowance and ongoing activities.
• Employee assistance program that offers free counselling and support for you and your family.
• Annual performance payment (based on your performance and Firm-wide results).
• Paid community / volunteer days and an award-winning staff giving program.
• Reward and Recognition program.
• Ongoing staff entertainment.

The Perth team

Our Perth office is home to a close-knit team of around 25 staff, representing all areas of the business. We pride ourselves on fostering a collaborative and supportive environment, where everyone works together and maintains a friendly, welcoming atmosphere. If you're looking to join a team that values camaraderie and professionalism, you'll feel right at home here.

Only applicants with permanent residency or without visa restrictions will be considered.