Client Information Officer, Legal Aid

4 weeks ago

Brisbane, Queensland, Australia Buscojobs Full time

About the Role

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 program and participate in ongoing training to enhance their customer service, communication skills, and knowledge of the law and legal system.

As part of the role, 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.

Responsibilities include:

  1. Manage all incoming calls by identifying customer requirements and addressing them over the telephone.
  2. Provide information about legal processes, Legal Aid Queensland guidelines, and referral agencies.
  3. Participate in skill development, including call monitoring, on-the-job, and group training.
  4. Help improve information databases by providing feedback on their appropriateness and use.
  5. Create and maintain a positive organisational image by delivering outstanding client service via telephone or other means as required.

Assessment Criteria:

The ideal applicant will have:

  • Experience in a call centre or customer service environment, proficiency with IT systems (e.g., Microsoft Office), and the ability to learn organisation-specific programs.
  • Willingness to learn and apply new knowledge, with sound literacy and computer skills.
  • Strong communication skills, ability to explain information clearly and succinctly, stay calm in difficult situations, and treat people with respect and courtesy.

Additional Capabilities:

Legal Aid Queensland applies the . This role is mapped to the 'Individual Contributor' profile. Please refer to the position description for more details.

Mandatory Requirements:

This position requires successful completion of a 3-week full-time training program to become an accredited Client Information Officer.

What We Offer:

As a member of the Legal Aid Queensland Community, you will receive:

  • 36.25 hours per week (full-time hours)
  • 12.75% employer superannuation contributions
  • Flexible working hours
  • Generous salary packaging options
  • Study leave for approved work-related courses
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