This is an outstanding opportunity for a customer service professional to take on a demanding and rewarding role in a state-wide in-bound call centre. Established in 1997, Legal Aid Queensland’s Client Information Services plays an important role in our state’s justice system, providing more than 145,000 people each year with free legal information and referrals to other services.

Job details

The successful candidate will play an integral role in the following:

• Manage all incoming calls to the organisation by identifying customer requirements and meeting these wherever possible over the telephone.
• Provide information by telephone about legal processes, Legal Aid Queensland guidelines and referral agencies.
• Participate in skill development processes, including call monitoring, on-the-job and group training.
• Help improve information databases by providing regular feedback on the information's appropriateness and use.
• Participate in team, process and service improvement activities.
• Create and maintain a positive and efficient organisational image by providing outstanding client service by telephone or other means as required.

You will have:

• You have experience in a call centre or customer service environment. You are also willing to learn and apply new knowledge in the workplace.
• You can communicate orally in a clear and succinct manner. You have the ability to explain information using language that is appropriate for the audience. You also possess sound literacy skills and computer skills.
• You stay calm in difficult situations and when dealing with difficult people. You treat people with respect and courtesy. You also refer difficult problems to the supervisor as needed.
• You act professionally and within the boundaries of organisation processes. You also maintain strict confidentiality of information.

What we offer you

• 36.25 hrs per week (full time hours)
• Generous salary packaging
• 12.75% employer super contributions
• Flexible working hours
• Study leave for approved work-related courses.

This is a continuous pool process. This means:

• This one process will be used to fill temporary part time AO3 Client Information Officer vacancies starting in February 2025
• You only need to apply once per process. Applications will remain current while the process is active, and you will be notified when the pool process has closed. If you still want to be considered for this role, you will then need to reapply under a new process as and when advertised by Legal Aid Queensland.
• Once you have submitted your application and, if shortlisted, you may be contacted for further assessment.
• Positions are temporary part time for various hours and durations.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Documents

Before applying for this vacancy please ensure you read the documents below.

• LAQ Information Kit for Applicants (PDF, 448KB)
  Application Kit
  
  LAQ_00058 Employee Benefits(2) (PDF, 277KB)
  Application Kit
  
  AO3 Client Information Officer Position Description (PDF, 310KB)
  Role Description