About the role

In this role, you will provide expert advice, coordinate policy initiatives, and support key governance functions, including complaints management and information privacy. You will be responsible for monitoring and analysing complaints data to identify trends, bottlenecks, and areas for improvement, ensuring a proactive approach to governance.

Key Responsibilities

• Lead and manage a team responsible for privacy and complaints functions within the Compliance Systems and Governance team, applying contemporary HR principles and leadership best practices.
• Oversee and enhance Queensland Public Trustee (QPT)'s privacy and complaints management frameworks, ensuring accountability and operational excellence in line with legislative requirements.
• Monitor the complaints management system, analyse complaints data, and identify systemic trends or issues requiring management action.
• Provide expert advice and recommendations on complex and sensitive complaints, including administrative release of information, right to information (RTI), and information privacy requests.
• Use research, analytical, and drafting skills to prepare and review policies, procedures, reports, briefing notes, submissions, presentations, project plans, business cases, and complaint responses.
• Lead the development and delivery of training programs for QPT staff on complaints management, information privacy, and right to information.
• Prepare high-quality reports, submissions, briefings, correspondence, and other materials for internal and external stakeholders.

This is an exciting temporary full-time opportunity until 2 January 2026 based in Brisbane CBD. Please download the role description to learn more.

About you

You will possess strong knowledge, analytical skills, be familiar with legislation and offer problem solving to systemic issues. Having a solutions focussed approach will result in successful outcomes. You will bring exceptional multitasking abilities and take pride in delivering impactful services for the QPT.

What you bring

• Proactive commitment to delivering high-quality outcomes, consistently striving for excellence in governance, compliance, and privacy functions.
• A positive, empathetic attitude with a solution-focused approach to effectively addressing complaints and privacy concerns with professionalism and care.
• Strong decision-making skills with the ability to navigate complex legal frameworks and ensure compliance with regulatory requirements.
• Proficiency in conflict resolution, negotiation, and influencing skills applying effective de-escalation techniques and managing stakeholder expectations.
• Meticulous attention to detail, excelling in accuracy and thoroughness in policy development, complaints resolution, and privacy management.
• Expertise in interpreting and applying legislation, policy, and procedures, ensuring adherence to relevant laws and frameworks within delegated authority.

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 culture prioritising employee mental health and wellbeing.

How to apply

If you are interested in working with us, please provide the following information:

• Your current resume, including a comprehensive employment history and any relevant qualifications and professional certifications you hold.
• A cover letter (no more than two pages) outlining recent examples of your ability to demonstrate the ‘Key capabilities' required to perform the ‘Key responsibilities' of the role, as outlined above.
• Contact details for two referees. At least one referee should have thorough knowledge of your conduct and performance within the previous two years. If you are a current or previous public service employee, please nominate a referee who can report on your public service employment.
• Details of any visa conditions if you are not an Australian citizen or do not have permanent residency status.

Further information

The Queensland Public Trustee (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.