Public Trust Officer

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.

There is one temporary part time position (8 days per fortnight) until 10 January 2026 with possible extension available in our Ipswich Office. 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:
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
Strong work ethic and dedication to the role and the organisation
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 culture prioritising employee mental health and wellbeing

Interested in applying?

Please provide the following information:
Your current resume, including an 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.

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.
This work is licensed under a Creative Commons Attribution 3.0 Australia License._