Are you a passionate leader who thrives in a collaborative, client-focused environment? Legal Aid Queensland is seeking an enthusiastic and skilled professional to take on the rewarding role of Team Leader based at our Brisbane office's front counter. This is your opportunity to make a difference in the lives of disadvantaged Queenslanders by ensuring they receive timely, high-quality legal information and support.

Job details

About Legal Aid Queensland

Legal Aid Queensland's vision is to be a leader in a fair justice system where people are able to understand and protect their legal rights. Our purpose is to provide quality, cost effective legal services to financially disadvantaged people throughout Queensland.

We embrace diversity, flexibility, learning and continuous improvement to deliver quality legal services. The work is challenging but rewarding - and that is why staff wellbeing and work/life balance are a top priority for us.

About the role

As a Team Leader with our Information and Advice Services division, you will oversee a team of Client Information Officers (CIOs) working to provide exceptional front counter services. You'll empower your team to reach their full potential, exceed client expectations, and contribute to our mission of delivering equitable access to justice.

In this dynamic role, you will:

• Lead and manage a team by providing guidance, coaching, and mentoring to ensure their professional development.
• Maintain high standards of service, including monitoring the quality of legal information provided to clients.
• Support and develop processes that reflect trauma-informed service practices for clients with complex needs.
• Identify areas for continuous improvement in service delivery and contribute to enhancing our systems and procedures.
• Work collaboratively with team members and leadership to uphold Legal Aid Queensland's core values: Respect, Quality, and Accountability.

About you

We're looking for an experienced leader who:

• Excels in managing teams within a customer service environment, ideally with experience in call centres, front counters, or legal information services.
• Demonstrates advanced problem-solving resilience to handle shifting priorities and guide the team through challenges.
• Communicates effectively in both written and oral forms, engaging with internal and external stakeholders with professionalism and clarity.
• Is proactive, approachable, and passionate about leading a team to meet its Key Performance Indicators (KPIs) while fostering a collaborative work environment.

Find out more about the role and how to apply in the attached role description.

As a member of the Legal Aid Queensland Community, you will receive:

• A 36.25 hour working week (full time hours)
• Generous salary packaging
• Employer super contributions of 12.75%
• Flexible working arrangements
• Study leave for approved work-related courses.

Find out more about working in Legal Aid Queensland here: https://www.legalaid.qld.gov.au/About-us/Careers

Further information

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

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.

• AO5 Team Leader Position Description (PDF, 288KB)
  Role Description
  
  LAQ Employee Benefits (PDF, 277KB)
  Information Package for Applicants
  
  LAQ Information Kit for Applicants (PDF, 448KB)
  Information Package for Applicants