Legal Information Group Team Leader

Location: Parramatta, NSW, AU, 2150
- Req ID: 76638

**Legal Information Group Team Leader -**Clerk Grade 5/6**
- Competitive Salary: $99,938 - $110,271pa (plus superannuation and leave loading)
- Temporary Full-time up to 30 June 2026 (with the possibility of extension or conversion to ongoing)
- Parramatta (flexible work arrangements available)

**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**

Lead coach and develop a team providing legal information and referrals to members of the public through meaningful interactions in a high-volume environment. This role is primarily responsible for supporting Information Officers to provide a person first customer service that embodies the Legal Aid Client Service Standards, meets compliance and quality standards, and contributes to achievement of meeting Service Level expectations while working within legislative requirements and enhancing the operations of LawAccess NSW.

**About you**

You’re an experienced leader with a background in contact centres or high-volume processing environments, where juggling priorities and staying calm under pressure is second nature. You bring a coaching mindset to your leadership style supporting, guiding, and empowering your team to perform at their best, especially in challenging or high-stress situations. Your adaptability and flexibility shine in hybrid work settings, where you’ve successfully managed and supported teams both remotely and in-person. You understand the importance of wellbeing and know how to create a safe, empathetic space for staff navigating stress.

**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 and Carers and Employers certified employer and are recognised as leaders in 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
- at Working at Legal Aid NSW

**The essential requirements for this role**

You must:

- be willing to do a Criminal Record Check and
- hold Australian or NZ citizenship, Australian Permanent Residency (for ongoing vacancies) or a valid visa to work in Australia (for temporary vacancies)
- live in NSW or willing to relocate to NSW
- experience in leading, coaching and developing a team in a high-volume fast paced environment.
- an understanding of or the willingness to learn the workings of the NSW Legal System in the areas of Family, Civil, and Criminal law.
- the ability to mentor and keep staff engaged in the role.
- well-developed customer service experience in the area of person first service delivery

**How to apply**
- your resume (no more than 5 pages)
- cover letter (no more than 2 pages). In your cover letter, please answer the following 2 target questions:

- Target Question 1: Describe a time when you coached an underperforming team member to improve their person-first service delivery? We’re particularly interested in how the underperformance was identified, any coaching methodologies or techniques you used to support their development, and the outcome.
- Target Question 2: Tell us about a situation where you had to manage competing priorities. How did you balance your leadership responsibilities, maintain service standards, and ensure staff members felt supported and completed tasks on schedule?

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

**Do you need help to apply?**

If you are an Australian Aboriginal or Torres Strait Islander and are thinking about applying, you can contact Legal Aid NSW Aboriginal Services Branch to arrange a confidential conversation about any questions you may have.

The Role Description sets out the responsibilities and Focus Capabilities of the role.

Closing Date: Monday 11 August 2025 at 11.59pm