Highly Desirable Requirements Experience
in one or more of the work categories undertaken by the Public Trustee including disability services, minor trusts, trusts, deceased estates, preparation of wills and enduring powers of attorney is highly desirable. Experience in a frontline customer-facing business environment is highly desirable.
The role is responsible for setting the direction and providing effective governance, to achieve the desired outcomes, per the Public Trustee Strategic Plan. Practically, this involves ensuring quality and compliant case management, decision-making and customer communications. This position will oversee a number of work categories undertaken by the Public Trustee including disability services, minor trusts, trusts, deceased estates, preparation of wills and enduring powers of attorney.
The position reports to the Director, Regional Services, and will proactively pursue operational excellence with a clear understanding and focus on Key Performance Indicator (KPI) targets including revenue generation & expense control, customer satisfaction Net Promoter Score (NPS), employee engagement and the Working for Queensland Survey (WFQS) results, recruitment, staff development and training requirements, complaint management, Customer liaison and local area advocacy.
Key Responsibilities - for a full list please refer to the attached role description
- Lead a team of supervisors to develop a high level of employee engagement, by modelling organisational values and driving a positive, customer-focused culture that aligns to our Customer First Agenda and organisational strategic and operational plans.
- Oversee and evaluate recruitment decisions, staff training requirements, forward planning of staff leave, staff accreditation and Inter-office communications.
- Direct team activities in line with Regional KPIs and core operational requirements.
- Pro-actively assist in all operational aspects of the office, including facility management and building security (via Property team), information technology systems (via Digital and Technology team), health & safety protocols, storage of valuables and House Clear Out procedures, daily banking and customer correspondence.
- Pro-actively manage and monitor employee performance as required, and provide oversight of the coaching, development and effectiveness of all staff within the region.
- Manage highly complex, difficult and sensitive case matters as required and escalate as required.
- Contact customers who have expressed dissatisfaction with the service delivery of the regional office, in the interests of continuous improvement, and to identify training needs.
- Monitor the monthly regional Profit & Loss and Revenue budgets and provide monthly reports on regional performance in the required format and timeframes, including number of complaints received.
- Appear at Queensland Civil & Administrative Tribunal (QCAT) hearings on behalf of the Public Trustee.
- Undertake community engagement and marketing of the Public Trustee in the region to enhance commercial and promotional opportunities.
How to Apply
We would like you to provide information to initially assess your suitability for this role:
- Your current resume which details your work experience and any other information that is relevant to this role as well as the contact details for two work related referees (one being a recent supervisor).
- A written response of no more than one page in length to the key capabilities outlining your suitability for the role. To support your claims, you should include current and relevant examples of work experience.This work is licensed under a Creative Commons Attribution 3.0 Australia License.