Public Trust Officer

1 week ago

Toowoomba, Australia Public Trust Office Full time

About the role
Imagine starting your day with a sense of purpose, knowing your work creates a meaningful difference. As a Public Trust Officer (PTO), you're not just managing cases; you're fostering positive relationships, contributing to change processes, and enhancing the overall customer experience. It's a journey where your skills are a lifeline for individuals facing diverse situations.
At the forefront of delivering exceptional customer service, your role involves responding promptly to inquiries, and exercising judgment in decision-making. Your financial aptitude will be crucial in managing customer cases, ensuring accuracy, and preparing documentation. A key aspect of the role is supporting vulnerable individuals with empathy and maintaining a balance between urgency and quality.
This is a permanent opportunity based in Toowoomba, please download the role description for more information.
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

**The following attributes will help you succeed as a PTO**:

- Personal resilience and a proactive commitment to providing high-quality customer service
- Positive, empathetic attitude with a solution-focused approach
- Proficient conflict resolution, negotiation, and influencing skills for de-escalation
- Capability to maintain focus and optimism under pressure
- Meticulous attention to detail and ability to thrive in a busy 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 cultures prioritising employee mental health and wellbeing

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.
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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