This is an exciting opportunity for an experienced team leader to take on a role in Legal Aid Queensland’s Information and Advice Services (IAS). As a Team Leader in a high volume, inbound contact centre, you will be responsible for overseeing the performance of Client Information Officers (CIOs) in your team who work both in the contact centre and Brisbane front counter. You will support CIOs to provide timely, accurate and user-friendly legal information to disadvantaged Queenslanders, and provide coaching, direction and training to help them reach their optimum potential. You will also have the opportunity to identify ways to improve our processes and procedures to ensure we are delivering a first-class service that exceeds the expectations of our clients and stakeholders.

Job details

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

• Manage a team of Client Information Officers including the provision of performance management, conflict management, leave management and other human resource related activities.
• Be an enthusiastic leader who is accountable, proactive and passionate about bringing team members along the journey, and not afraid to have challenging conversations.
• Possess a communication style that is approachable, considered, collaborative and fair, with a proven ability to coach and develop individuals to deliver KPIs.
• Understand the principles of trauma informed service delivery.
• Provide advice, support and guidance to Client Information Officers in relation to the legal information database content and protocols for dealing with clients, including the resolution of customer service issues and client escalations.

You will have:

• You have experience managing a team in a contact centre or customer service environment, have extensive knowledge of the legal system and court processes and also have an understanding of delivering services to disadvantaged clients.
• You can contribute to the professional development of others including, providing clear guidance, constructive feedback and mentoring.
• You are resilient and have the ability to problem solve. You can identify and implement improved work practices and effectively manage changes and shifting priorities. You act professionally, remain positive and stay calm under pressure.

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.

If this opportunity sounds right for you, submit a cover letter (max 2 pages) summarizing relevant experience to the position and why you consider yourself suitable for the role.

Further information

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

The role is mainly located at LAQ’s head office in Brisbane, providing front counter customer service supervision

Documents

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

• AO5 Team Leader Position Description (PDF, 291KB)
  Role Description
  
  LAQ Information Kit for Applicants (PDF, 448KB)
  Application Kit
  
  LAQ_00058 Employee Benefits(2) (PDF, 277KB)
  Application Kit