About the role

The Customer Experience and Delivery (CED) portfolio at Queensland Public Trustee (QPT) offers trusted estate administration, education, and financial services, empowering Queenslanders to plan and prepare for significant life events. The CED program supports financial management by acting as an administrator for clients with impaired decision-making capacity under the Guardianship and Administration Act 2000, or as a financial attorney under the Powers of Attorney Act 1998.

As a Senior Public Trust Officer within the CED Program, you'll take on a vital role in managing complex matters and providing guidance, coaching, and support to other Public Trust Officers in the team. Your key responsibilities encompass providing professional advice, case load management, supporting junior staff, and ensuring compliance with legislation and office policies and procedures. You will engage with internal and external stakeholders to achieve the best financial outcome for your customers.

This is a full-time permanent opportunity based in Townsville. To learn more about this role, please download the attached role description.

About you

You are a proactive and collaborative individual with a strong background in financial administration and customer service. You enjoy guiding and mentoring junior staff and encouraging them to succeed. Your demonstrated experience in managing complex files, ideally in financial management and ability to empathise and de-escalate situations, positions you as an invaluable asset to our team.

The following attributes are keys to your success in this role:

• A strong commitment to delivering exceptional customer service and ensuring customer satisfaction
• Ability to provide advice, support, and guidance to junior staff members, ensuring adherence to best practices and procedures
• Proficient conflict resolution, negotiation, and influencing skills for de-escalation
• Skilled in reviewing financial documents, statements of account, and ensuring strict compliance with office policies and procedures
• Ability to interprete and apply legislation, policy, and procedures within delegated limits
• Strong organisational and multitasking abilities to manage a caseload of complex files efficiently

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

If you're ready to make a difference and bring your skills to a role where your action matters, join us at QPT. Apply now and be a vital part of our commitment to exceptional customer service in the Queensland community.

Interested in applying?

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 one page) outlining recent motivation and 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.

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.