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Peer Coach

2 months ago

Brisbane, Australia Legal Aid Full time

Provide feedback, coaching and support to Client Information Officers to develop the skills and knowledge needed to ensure clients receive consistent information and access to services.
- Provide guidance to Client Information Officers on technical systems, information database content and protocols for dealing with clients.
- Provide Client Information Officers with on the job coaching to assist them to reach and maintain the required level of competence and quality.
- Prepare lesson plans, training content and materials, schedule training and organise presenters.
- Provide customer service in the contact (call) centre in peak periods to support the delivery of client services.
- Provide support to the Team Leaders as required to ensure coverage of operational hours.

**You will have**:

- You have experience in a call centre or customer service environment and model a high standard of customer service. You have sound knowledge of the legal system and court processes and act professionally within the boundaries of organisational processes.
- You can assess training needs, and develop and deliver training programs. You contribute to the professional development of others including providing clear guidance, constructive feedback and coaching.
- You are resilient, flexible and adaptable in meeting changing work requirements. You are able to work independently, plan ahead and monitor task progress to ensure deadlines are met.

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.