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Location: AdelaideClassification: SAES1Duration: Up to 3 yearsVacancy Type: Full TimeNumber of Positions Available: 1Closing Date: 11:30pm, Tuesday 17 February 2026
About the Opportunity
The Director, Customer Services is a senior executive opportunity for an accomplished leader to bring commercial discipline, customer first thinking and transformation expertise into a purpose driven public sector environment.
Reporting directly to the Public Trustee and operating as a member of the Executive, you will have end to end accountability for large scale customer service operations delivering trust, estate management, financial administration, will making and litigation guardian services across South Australia. You will lead a complex, high volume service organisation of approximately 120 staff within a regulated and high accountability environment.
This role has a strong mandate for service modernisation and organisational reform. You will design and deliver contemporary service delivery models, embed robust performance and customer experience frameworks, and drive operational excellence. A key focus will be building workforce capability, strengthening engagement and leading cultural change to support high performance and sustainable outcomes.
The role provides the opportunity to make a meaningful difference by improving services that directly support individuals, families and vulnerable members of the community. You will also exercise statutory responsibilities as executor, trustee and litigation guardian when required.
What you'll need to succeed
To be successful in this role, you will bring:
Proven executive leadership experience in a large, complex service based or transactional organisation
Strong commercial and operational acumen, with experience translating strategy into measurable outcomes
Demonstrated success leading large scale change, service transformation or business reform initiatives
A customer centric mindset supported by data, performance metrics and continuous improvement practices
Significant people leadership capability, including workforce engagement, capability development and performance management
The ability to build trust and influence across diverse stakeholder groups in a highly accountable environment
High levels of professionalism, integrity and sound judgement when operating in complex and sensitive contexts
Experience in professional services, financial services, legal, trust, estate or regulated environments will be highly regarded.
What we can offer you
An Executive level leadership role with genuine authority to shape strategy, services and culture
A mandate for transformation, supported by Executive influence and organisational commitment
A collaborative and values driven workplace that prioritises integrity, respect and service excellence
Flexible working arrangements and a focus on wellbeing and sustainable leadership
A chance to lead meaningful services that support South Australians, including vulnerable clients and their families
This is a rare opportunity for a senior executive to lead large scale customer service operations, drive meaningful transformation and deliver services that positively impact the South Australian community.
If you are a customer focused, commercially minded leader ready to apply your expertise in a purpose driven executive role, we encourage you to apply and join a values led organisation where leadership makes a lasting difference.
About the Business
The Office of the Public Trustee (Public Trustee) operates as part of the Attorney-General's Department and was established on 1 January 1881, under the Public Trustee Act 1995 (SA). It offers services to South Australians, including will preparation, powers of attorney, and administration of deceased estates and trusts. The Public Trustee is also responsible for managing the personal, legal, and financial affairs of individuals who are unable to handle these matters on their own. At the heart of our work is our commitment to protecting the wishes and interests of those we serve.
Employment is dependent upon a National Police Certificate clearance that the AGD finds satisfactory. Successful applicants will be provided further information if an interview is requested. Forms are not to be lodged directly with SAPOL under any circumstances and any fees incurred by applicants in doing so will not be recoverable from the AGD.
Employment-related Screening Check required.
Some out of hours work may be required.
The South Australian public sector promotes diversity and flexible ways of working, including part-time. Applicants are encouraged to discuss the flexible working arrangements for this role.
Additional Notes
You will be prompted to attach your Curriculum Vitae (CV) and Cover Letter (2 pages) after you have answered the questions via the link below. For more information please download the Job Application Pack and Job and Person Specifications.
Click Apply and follow the prompts to submit your application.
The Attorney-General's Department is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion.
Aboriginal and Torres Strait Islander People and people with disability are strongly encouraged to apply.
The South Australian public sector supports flexible ways of working including part-time working arrangements wherever reasonably possible. The sector is diverse and desires to increase in diversity and to create opportunities for more South Australians.
We are committed to making reasonable adjustments to provide a positive, barrier-free recruitment process and supportive workplace. If you have any support or access requirements, we encourage you to advise us at the time of application via the contact above or our website https://www.agd.sa.gov.au/ .
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What we do
The Attorney-General's Department (AGD) brings together a diverse group of functions in the justice sector for and on behalf of the South Australian community.
The Department's vision is of an inclusive, safe and fair South Australia. Our purpose is to promote justice by protecting rights, holding people to account in line with the law, improving safety, and contributing to an efficient and fair justice system.
What we do
The Attorney-General's Department (AGD) brings together a diverse group of functions in the justice sector for and on behalf of the South Australian community.
The Department's vision is of an inclusive, safe and fair South Australia. Our purpose is to promote justice by protecting rights, holding people to account in line with the law, improving safety, and contributing to an efficient and fair justice system.
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