Legal Information Group Team Leader

1 week ago

Parramatta, New South Wales, Australia NSW Government -Legal Aid Commission, Office of the Full time

About us
Legal Aid NSW helps people with their legal problems. We can help people with most areas criminal law, family law and every day civil law legal issues. We give legal advice, help at court and do family dispute resolution. We can do this over the telephone or at one of our 28 offices.

About the role
This is a temporary role for a period up to August 2024, based at Parramatta.


The Legal Information Group Team Leader is responsible for leading, coaching and developing a team of Information Officers who are the starting point for people in NSW needing legal help, offering legal information or referrals to services for legal advice or support.


We may use this recruitment to create a talent pool for similar ongoing or temporary vacancies we have over the next 18 months.


About You
You are passionate about customer service and inspire those around you to provide a high-quality service. You enjoy developing and coaching your team to do their best.

You thrive working in a contact centre or high-volume environment.

You are agile and have a passion for building and maintaining a high performing team working across different service channels like phone and webchat in a positive workplace culture.


Ideally you will have experience managing people working with the law and an ability to manage complex, sensitive matters efficiently and compassionately while remaining calm and demonstrating resilience.


WHY YOU SHOULD JOIN LEGAL AID NSW

We are committed to diversity and inclusion


We are committed to creating a culturally safe and genuinely inclusive organisation and workplace for everyone who works and interacts with us.

We strive to be a place where people from diverse backgrounds want to work, where voices and cultures are valued and where people feel valued, welcomed, respected and heard.


Other benefits of working with us

  • You will have access to training, development and mentoring opportunities.
  • We are an accredited Flex Ready certified employer and are recognised as leaders in the area of flexible work. Most of our staff work flexibly — for example, from home some of the time or in a way that helps them balance family and work life.

The essential requirements for this role

You must:
- have an understanding of the legal system and legal issues confronted by customers and demonstrated experience in providing excellent customer service.
- work to a schedule / roster in line with LawAccess NSW contact centre's performance standards.
- be fully vaccinated against COVID-19 before you start work with us.
- be willing to do a Criminal Record Check.
- hold Australian or NZ citizenship, Australian Permanent Residency (for ongoing vacancies) or a valid visa to work in Australia (for temporary vacancies).

How to apply
- your resume (no more than 5 pages)
- cover letter (no more than 2 pages).

In your cover letter, please respond to these 2 questions:

_1. The Legal Information Group Team Leader role has many competing demands in a high-volume environment. Please provide an example of a time you had to complete competing tasks and how you achieved this while continuing to support Legal Information Officers in providing quality customer service and without compromising service levels._

_2. A large part of the Legal Information Group Team Leader role is managing and developing Legal Information Officers. Please outline your approach to the management and development of staff who meet expectations and don't meet expectations and provide examples._

Do you need help to apply?

  • If you are an Australian Aboriginal or Torres Strait Islander and are thinking about applying, you can contact the Aboriginal Services Branch to arrange a confidential conversation about any questions you may have.
  • The Role Description sets out the responsibilities of the role.
  • Working at Legal Aid NSW

Responsibilities:

See details above

Key Application Responses:

See details above

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