Public Trust Officer

at  Public Trust Office

About the role
At the heart of Queensland Public Trustee’s (QPT) Customer Experience and Delivery (CED) portfolio lies a commitment to delivering trusted, financial decision-making advocacy, education, and services that empower Queenslanders to navigate crucial life events. From financial management for clients with impaired capacity to deceased estate administration and a Will-making service, we are dedicated to providing comprehensive support.
As a Public Trust Officer (PTO), you’ll be an integral part of the CED Program, playing a key role in contributing to and enhancing the overall customer experience.PTOs are responsible for providing a broad range of support in the provision of advice and the high-quality ongoing service to prospective, new and existing customers.
This position reports to the Senior Public Trust Officer and is a temporary full-time opportunity until 31 December 2024 based in the Sunshine Coast.

In addition to the general public, PTOs have significant interactions with:

• Customers from different cultural backgrounds
• Customers who may display challenging behaviours, due to their circumstances or disability i.e. mental health, acquired brain injury, aged related condition, congenital or intellectual disability
• Customers who at times may be distressed or upset.

As a PTO, you will deal with complex and emotive situations and behaviours including customer aggression in providing services to members of our community who are experiencing vulnerability or grief. We encourage you to consider your personal resilience, and the self-care regime and coping strategies you’ll employ as a PTO as we value your mental health and want you to thrive in this rewarding role. QPT has practices in place to support you and your wellbeing.
About you
You possess sound analytical and conceptual skills, coupled with a strong customer focus and the ability to work well within a team environment. Thriving in a fast-paced environment with competing priorities, you demonstrate exceptional multitasking abilities and take pride in delivering impactful services to the Queensland community.

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

• Ability to work effectively and collaboratively in a team
• Desire to provide proactive and high-quality customer service and support
• A positive, empathetic attitude with a solution focus and pleasant approach
• Conflict resolution, negotiation and influencing skills to assist in the de-escalation of challenging situations and behaviours
• Hard-working and committed to the role and the organisation
• Ability to maintain focus and remain optimistic under pressure
• Meticulous and highly attentive to detail with the ability to thrive in a busy work environment
• Ability to interpret and apply legislation, policy and procedures and work within delegated limits when making decisions.

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
• Flexible work arrangements to support a work life balance

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 one page) 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.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

• Ability to work effectively and collaboratively in a team
• Desire to provide proactive and high-quality customer service and support
• A positive, empathetic attitude with a solution focus and pleasant approach
• Conflict resolution, negotiation and influencing skills to assist in the de-escalation of challenging situations and behaviours
• Hard-working and committed to the role and the organisation
• Ability to maintain focus and remain optimistic under pressure
• Meticulous and highly attentive to detail with the ability to thrive in a busy work environment
• Ability to interpret and apply legislation, policy and procedures and work within delegated limits when making decisions