We have an excellent opportunity for enthusiastic individuals to join our Customer Experience and Delivery team located in Toowoomba. We are seeking people who have a strong interest and experience in working within a customer focussed environment undertaking a variety of work and the ability to rapidly acquire the skills and knowledge to be successful in the role. Public Trust Officers (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. The PTO plays a key role in contributing to and enhancing the overall customer experience.
**As a PTO you will be accountable for**: (for a full list of responsibilities please refer to the attached role description)
- Demonstrating exceptional customer skills by developing respectful and empathetic relationships with customers, in line with the QPT Customer Service Charter.
- Fostering a consultative and mutually respectful relationship with customers that create a sense of ownership of outcomes.
- Communicating clearly, regularly and proactively to deliver on customer enquiries within agreed time frames.
- Exercising judgement in working with customers and their support network to make decisions in the interests of the customer, explain the reasons for those decisions and suggest other available options where applicable.
- Responding to and prioritising competing and often urgent requests in a calm and efficient manner while also maintaining high work standards and accuracy.
- Maintaining a customer case load, including file management and the preparation of internal and external documentation in accordance with QPT processes and procedures.
- Being commercially aware and having the ability to participate in the implementation of change processes and practices to improve the quality of the customer experience. - Maintaining effective working relationships, and engage professionally with all levels of staff across the organisation.
- Developing a knowledge of the law as it relates to people with impaired capacity in Queensland, and in making informed decisions, protecting the rights and interests of people with impaired capacity in Queensland.
How to apply
If you are interested in working with us, please provide the following information to help us assess your merit:
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- 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.