Our customer service officers are the first point of contact for people visiting our 14 offices around the state 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

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.
• In some instances, act as the workplace health and safety contact and fire warden, and undertake responsibilities in accordance with the workplace health and safety policy.
• Help with litigation support activities including data entry and word processing.
• Help with administrative activities including opening and closing the office, maintaining equipment and supplies, mail, records management and other activities as directed.

About You:

• You have administrative and customer service experience, can work independently, use information technology systems (eg. Microsoft Office) and learn organisation specific programs.
• You are able to learn policies and procedures, analyse information and determine the appropriate information to be conveyed to others and have knowledge of the principles of trauma informed practice.
• You can communicate effectively with stakeholders including clients with complex needs, you remain calm and positive in difficult situations and provide courteous, prompt and professional services. 

Other competencies

Legal Aid Queensland applies the Leadership competencies for Queensland. We recognise that leadership is a part of every role regardless of classification level or management responsibilities. This role is mapped to the “Individual Contributor” profile. The competencies most relevant to this role are:

• Results- You build and sustain positive relationships.
• Results- You are accountable for providing quality services and pursue continuous improvement in your work and outcomes.
• Accountability- You are responsive to guidance and performance feedback and seek opportunities for development.
• Vision- You demonstrate resilience, flexibility and embrace change.

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

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 Customer Service Officer - Rockhampton (PDF, 172KB)
  Role Description