Our customer service officers are the first point of contact for people visiting our Townsville Office and play an important role in providing services to our clients. In this diverse and challenging role, you will respond to telephone inquiries, provide clients with legal information and help them complete application forms. You will also be responsible for a range of administrative tasks including data entry, word processing, mail, and records management.

Job details

Key Details:

• Positions are from date of appointment till 30 June 2026 with the possibility of extension.
• The positions are full time however part time and job sharing available for the right applicant/s.

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

• Act as the first point of contact at the front counter, schedule appointments, provide legal information, referral advice and assist clients to complete applications for legal aid.
• Respond to enquiries received on the telephone from clients and members of the public.
• Analyse, assess and process applications for legal aid in accordance with relevant guidelines and prepare associated submissions.
• Ensure publications in the reception area are available and current.
• Undertake local financial activities including banking, paying invoices, managing petty cash and purchasing.
• Act as the contact point for local community-based service providers and provide information and training at local network meetings. Act as the contact point for conferencing issues and organise activities at in-house family conferences.

About You:

• You have demonstrated administrative and customer service experience and are able to work independently.
• You can communicate effectively with external stakeholders and clients with complex needs and provide courteous, prompt and professional services. You also remain calm and positive in difficult situations.
• You are able to learn policies and procedures, analyse information and determine the appropriate information to be conveyed to others.
• You can use information technology systems such as Microsoft Outlook and Word and can learn organisation specific systems.

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.
• Locality Allowance

If this opportunity sounds right for you, submit a Cover letter about what you can bring to the role along with your resume for your chance to make a positive impact and work for a supportive organisation that makes a difference.

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.

• AO3 Customer Service Officer Townsville Position Description (PDF, 295KB)
  Role Description
  
  LAQ_00058 Employee Benefits(2) (PDF, 277KB)
  Application Kit
  
  LAQ Information Kit for Applicants (PDF, 448KB)
  Application Kit