This role is a great opportunity for a customer service professional to work in a statewide inbound call centre. Legal Aid Queensland’s Client Information Services helps people navigate the justice system. As a client information officer, you’ll identify legal issues, explain rights and responsibilities, advise on applying for legal aid, and book clients for legal advice. You’ll complete extensive initial training and ongoing development to build your legal and communication skills.

Job details

Key Details:

• Multiple positions available on a temporary/full time or part time basis for various hours and durations.
• You will be required to work set shifts, rostered between 8.15 am and 4.45 pm weekdays according to client demand and operational requirements.
• Full time and part time positions available. Part time is 3 or 4 shifts per week, shifts are 8 hours.  Full time is 9 shifts per fortnight, shifts are 8 hours. 
• A three (3) week full time induction training will be required upon successful appointment.

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

• 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.

How You Will be Assessed:

The ideal applicant will be someone who has the following capabilities:

• You have experience in a call centre or customer service environment, can use information technology systems (eg. Microsoft Office) and learn organisation specific programs.
• You are willing to learn and apply new knowledge in the workplace and have sound literacy skills and computer skills.
• You can communicate a clear and succinct manner, can explain information using language that is appropriate for the audience, stay calm in difficult situations and treat people with respect and courtesy.

Other Capabilities that May be Assessed:

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.

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_00349 Applicant information kit FA (PDF, 3.13MB)
  Information Package for Applicants
  
  position description - AO3 Client information Officer_May 26 (PDF, 528KB)
  Role Description