Job details

Legal Aid Queensland is committed to building and maintaining a strong First Nations workforce and building our cultural capability. This is a targeted vacancy under section 105 of the Anti-Discrimination Act 1991. Aboriginal and Torres Strait Islander peoples are strongly encouraged to apply and may be prioritised in this process. Please note that this position is open to everyone and works with all clients and staff, not predominately or exclusively with First Nations clients and staff.

Legal Aid Queensland acknowledges and respects the Traditional Custodians of the land where our offices stand, and where we work to help disadvantaged Queenslanders uphold their legal rights in our justice system.

About us

Our 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.

About the role

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.

As a client information officer, you will help people identify their legal problems, explain their legal rights and responsibilities, and provide information about how to apply for a grant of legal aid. You will also assess whether people need further legal help and organise for them to be booked in for legal advice with a lawyer. All client information officers complete an extensive initial training PO6program and participate in an ongoing training and development program to enhance their customer service and communication skills and improve their knowledge of the law and our legal system.

In this role you will:

• 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.
• Create and maintain a positive and efficient organisational image by providing outstanding client service by telephone or other means as required.

Working for Legal Aid Queensland

We're committed to looking after you – professionally, financially and socially. Our wide range of benefits allow you to work flexibly and maintain your wellbeing while supporting you to make a positive impact on the lives of Queensland's most disadvantaged people.

We offer:

• 36.25 hour full-time working week
• Flexible working arrangements
• Generous salary packaging - up to $30,000 FBT exempt which includes your taxable income tax and increases your take home pay
• Novated leasing options 
• Annual rewards and recognition
• Commitment to cultural safety
• Free confidential counselling sessions for you and your immediate family

See the attached LAQ Employee Benefits to see more benefits.

For First Nations employees:

• Monthly network yarns
• First Nations mentoring
• Free confidential counselling sessions for your family with a First Nations provider
• WFH options and cultural leave
• Opportunities to consult on First Nations work being done
• Compulsory cultural awareness and safety training for all staff

Check out our First Nations Strategic Plan

For support with your application or evidence of attribute please contact firstnationscareers@legalaid.qld.gov.au or careers@legalaid.qld.gov.au

To apply please provide:

• a cover letter (maximum 2 pages) addressing how you meet the Success criteria (Knowledge, skills and experience), in line with the “Key responsibilities”.

• your resume/CV that details your relevant experience, work history and qualifications; and
• the details of two referees.

Closes 11:59pm, Thursday 12 November 2026

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.

• Position description - AO3 Client information Officer - General (PDF, 471KB)
  Role Description
  
  LAQ Employee Benefits (PDF, 277KB)
  Application Kit
  
  Applying for a role at Legal Aid Queensland (PDF, 441KB)
  Application Kit