Senior Public Trust Officer

Queensland Government; City of Brisbane; On-site; AUD 60,000 - 80,000; Full time

Job summary

A state government agency in Queensland is seeking a Senior Public Trust Officer to manage complex customer service in financial administration. This role involves guiding junior staff and ensuring compliance with policies while delivering exceptional customer service. Ideal candidates have strong conflict resolution skills and thrive in dynamic environments. Join in making a difference in the lives of Queenslanders.

Benefits

Opportunities for personal and professional growth

Dynamic work environment

Supportive culture prioritizing employee wellbeing

Qualifications

• Exceptional communication skills and ability to de-escalate situations.
• Experience in providing support and training to junior staff.
• Proficient in making quick, evidence-based decisions.

Responsibilities

• Manage complex matters in a call centre environment.
• Provide expert advice and deliver outstanding customer service.
• Engage with internal and external stakeholders for customer-focused outcomes.

Skills

Conflict resolution

Negotiation skills

Customer service excellence

Team collaboration

Attention to detail

Job description

Overview

Are you an expert in financial administration with a passion for exceptional customer service? Join Queensland Public Trustee (QPT) as a Senior Public Trust Officer in our Customer Support Team (CST). In this integral role, you'll manage complex matters in a call centre environment, provide expert advice and deliver outstanding customer service, contributing significantly to financial management administration. This temporary opportunity is perfect for a dedicated professional who thrives in a supportive and challenging environment.

About The Role

In the heart of the Queensland Public Trustee\'s (QPT) Customer Experience and Delivery (CED) portfolio lies a dedication to empowering Queenslanders through trusted financial services. Within the CED division, the Customer Support Team (CST) serves as the primary point of contact for financial management customers, their support networks, and service providers whilst also completing administrative tasks.

As the Senior Public Trust Officer within CST, you will:

• Complete various administration tasks associated with financial administration, ensuring efficient and high-quality service delivery
• Offer guidance, support, training, and assistance to junior staff, ensuring adherence to best practices and procedures
• Review documents and decisions made by Customer Support Consultants to ensure compliance with office policies and procedures
• Negotiate and resolve conflicts through call escalation processes to meet customer service needs and Key Performance Indicators (KPIs)

Supporting staff in regional offices, you will be required to engage with both internal and external stakeholders to achieve customer-focused outcomes.

This is a temporary full-time opportunity up to 12 months available statewide. Please download the Role Description for additional information.

About You

As a Senior Public Trust Officer, you\'ll be valued for your exceptional communication skills, ability to de-escalate situations and keen understanding of customers\' needs over the telephone. You are a collaborative individual who thrives in a fast-paced, customer-focused environments with excellent time management skills.

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

• Proficient in conflict resolution, negotiation, and influencing skills for effective de-escalation
• Exhibits a high degree of adaptability and responsiveness to change in a dynamic work environment
• Ability to make quick evidence-based decisions
• Supportive team member who has a genuine desire to coach others
• Proactively committed to delivering high-quality customer service
• Possess a positive, empathetic attitude with a solution-focused approach
• Ability to maintain focus and optimism under pressure, ensuring steady performance
• Meticulous attention to detail, thriving in the bustling environment of daily tasks
• 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 cultures prioritising employee mental health and wellbeing

If you are passionate about making a difference in the lives of Queenslanders through exceptional financial and administrative support, we encourage you to apply for this rewarding role. Join us in our mission to provide trusted financial services and support to those who need it most.

How To Apply

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.

The 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.

Occupational group: Administration