Join our supportive and driven Customer Support Team (CST) as the Regional Manager where you'll lead a dedicated remote team, shaping a customer-first culture in line with our strategic goals. Overseeing vital financial services for Queenslanders, you'll ensure quality case management, deliver compassionate and compliant customer communications, and proactively drive operational success. Your leadership will support staff development, operational efficiency, and strong stakeholder engagement. Reporting to the Director of Special Operations, you'll guide up to 37 team members in delivering essential financial management services. Join us to make a meaningful impact in empowering individuals across the state.
As the Regional Manager for CST, your responsibilities span operational excellence, from overseeing quality case management and decision-making to enhancing customer communications. You'll also have a key role in driving financial performance, monitoring KPIs such as customer satisfaction, revenue targets, and employee engagement metrics. Working closely with your remote statewide team, you'll take the lead in recruitment, staff training, and performance management, ensuring the ongoing development and engagement of your workforce.
In addition to your internal focus, you'll represent the QPT in key stakeholder engagements, fostering valuable relationships with other government departments and sector stakeholders. Your ability to navigate complex and sensitive case matters, resolve complaints, and promote the organisation's services will be crucial to your success in this role.
This is a unique temporary full-time opportunity based in our Customer Support Team for up to 12 months.
About you Your leadership expertise, paired with a genuine passion for fostering a positive, customer-first culture, will empower your team to deliver exceptional services. With a strong focus on operational excellence and stakeholder collaboration, you'll drive impactful results in a dynamic, people-focused environment.
To excel in this role, the following attributes will be your keys to success:
Proven ability to lead and inspire a large remote team, driving collaborative successProactive commitment to delivering high-quality customer serviceStrong skills in overseeing day-to-day operations, ensuring quality, compliance, and efficiencyStrong networking and relationship-building skills with internal and external stakeholdersCompetency in handling complex, sensitive cases and navigating challenges with a solution-focused mindsetDemonstrated experience in managing budgets, KPIs, and performance metricsAbility to maintain focus and optimism under pressure, driving steady performanceDemonstrated ability to interpret and apply legislation, policy, and procedures within delegated limitsWhat we offer A fulfilling role where your skills directly impact livesDynamic work environment with diverse responsibilitiesOpportunities for personal and professional growthSupportive cultures prioritising employee mental health and wellbeingHow to apply If you are interested in working with us, please provide the following information:
Your current resume, including a comprehensive employment history and any relevant qualifications and professional certifications you hold.A cover letter (no more than two pages) 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.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. Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
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