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.

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

This is a permanent ful-time opportunity based in Ipswich. 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 interpret and apply legislation, policy, and procedures within delegated limits
• Strong organisational and multitasking abilities to manage a caseload of complex files efficiently
• Ability to model conduct that is culturally capable, inclusive, respectful, and ethical, contributing to a positive work environment

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?

• 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.

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.