Contact Centre Manager

**About us**

Legal Aid NSW helps people with their legal problems. We can help people with most areas of 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 27 offices.

**About you**

We have an ongoing opportunity in our LawAccess team in Parramatta as a Contact Centre Manager.

Having worked previously in contact centres you appreciate the uniqueness of the contact centre work environment and thrive in this setting. You have led and inspired those around you to deliver high quality services and strive to balance meeting performance targets with employee wellbeing and engagement.

You will have tertiary qualifications in law, human resources or experience in managing a high-volume contact centre and are looking to take the next step in your career to build and shape a team to strive to do their best work and support the growth of the LawAccess NSW service to improve outcomes for those needing legal help.

**About the role**

The Contact Centre Manager leads the team responsible for quality customer service and legal information provision through our phone and chat channels. The Contact Centre Manager is responsible for the day-to-day operations of the contact centre and leading and inspiring the team to meet organisational benchmarks and customer satisfaction.

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

**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 relevant tertiary qualifications in law, management or human resources or equivalent experience in managing a contact centre
- be fully vaccinated against COVID-19 before you start work with us
- be willing to do a Criminal Record Check and/or Working with Children 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 the following questions:
**_1. Detail your experience managing a contact centre and how this has impacted your management style and approach to getting staff to achieve benchmarks while managing wellbeing and engagement?_**

**_2. What was the last initiative that you implemented to improve customer experience? How did approach the planning and implementation of this initiative and how did you measure the impact of this on your customers and staff?_**

**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