Customer Support Consultant

The Public Trustee of Queensland; City of Brisbane; On-site; AUD 55,000 - 75,000; Full time

Job summary

The Public Trustee of Queensland is seeking a Customer Support Consultant to act as the first contact for customers, support networks and service providers, delivering responsive guidance on financial administration matters. You will manage enquiries, prepare documentation and collaborate with stakeholders to achieve positive outcomes for vulnerable Queenslanders.

This temporary full-time statewide role is performed from any QPT office and runs until 2 April 2027.

Qualifications

• Customer-focused and resilient professional with a passion for helping people.
• Ability to communicate clearly with diverse clients, including those in challenging circumstances.
• Experience maintaining professionalism and empathy in high-volume environments.

Responsibilities

• Be the first point of contact for customers, their support networks and service providers.
• Manage enquiries and provide timely, accurate information.
• Prepare documentation and records for case files and decisions.
• Collaborate with stakeholders to coordinate effective support and services.
• Apply sound judgement to achieve positive outcomes for vulnerable Queenslanders.

Skills

Customer service

Communication

Empathy

Conflict resolution

Organisational skills

Job description

The Public Trustee of Queensland – Brisbane QLD

As a Customer Support Consultant, you will be the first point of contact for customers, their support networks and service providers, delivering responsive support and guidance on financial administration matters. Working in a fast-paced environment, you will manage enquiries, prepare documentation, collaborate with stakeholders and use sound judgement to achieve positive customer outcomes, making a meaningful difference to vulnerable Queenslanders while supporting their rights, interests and wishes.

This is a temporary full-time statewide (performed from any QPT office) role available until 2 April 2027.

• Make a meaningful difference every day: Support vulnerable Queenslanders by helping them access services, understand decisions and navigate important financial matters with confidence and dignity.
• Deliver trusted support: Build strong relationships with customers, families, support networks and service providers while providing compassionate and professional customer service.
• Grow your career in a supportive environment: Join a collaborative team that values continuous learning, wellbeing, knowledge sharing and professional development.
• Work in a role with variety and purpose: No two days are the same, with opportunities to problem-solve, support customers and contribute to positive outcomes across a broad range of enquiries.

About you

You are a customer-focused and resilient professional who enjoys helping people and finding solutions. You thrive in a busy environment, can manage competing priorities and communicate effectively with people from diverse backgrounds, including those experiencing vulnerability or challenging circumstances.

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

• Demonstrated commitment to delivering responsive, high-quality customer service.
• Ability to make timely, evidence-based decisions within delegated authority.
• Strong communication and interpersonal skills, with the ability to build trust and rapport with customers and stakeholders.
• Experience managing complex or sensitive conversations with empathy, professionalism and resilience.
• Conflict resolution, negotiation and influencing skills to de-escalate situations and achieve positive outcomes.
• Strong organisational skills, attention to detail and the ability to manage multiple priorities with a high level of self-motivation, initiative, and accountability.
• Ability to interpret and apply legislation, policy and procedures to inform decision-making.
• Experience in a contact centre or high-volume customer service environment will be highly regarded.

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.