Complaints and Client Service Officer

2 weeks ago

Sydney, Australia NSW Department of Communities and Justice Full time

Location: Sydney, NSW, AU, 2000
- Req ID: 76247

**Comp**laints & Client Service Officer** -**Clerk Grade 9/10**
- Competitive Salary: $129,464 - $142,665pa (plus superannuation and leave loading)
- Temporary Full-time (35 hours per week) for 12 months with the possibility of extension or ongoing conversion.

**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**

Manage, coordinate and develop the complaints handling process across Legal Aid NSW’s operations to embed best practice complaint handling, identify risk and contribute to improving service delivery.

**About you**

You have prior experience working in complaints management. You have strong communication skills and can prioritise and remain calm in a busy work environment whilst following policy and guidelines. You have an understanding of the issues and challenges affecting people experiencing disadvantage and the impact on their socio-legal requirements. You display empathy for clients in distress and have experience in deescalating clients who on occasion display challenging or unreasonable behaviour, whilst remaining calm, respectful and professional.

**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
- 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

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

- Target Question 1: Share an example of when you have successfully managed a complaint, including how you approached the investigation, resolution, and documented the customer or stakeholder concerns.
- Target Question 2: Outline a situation where you managed a challenging client interaction. How did you maintain professionalism and empathy while working toward a resolution?

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: Tuesday 5th August at 11.59pm

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