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Information Officer

2 weeks ago

Parramatta, Australia NSW Department of Communities and Justice Full time

Location: Parramatta, NSW, AU, 2150
- Req ID: 72433
- Clerk Grade 3/4 (between $82,193 - $90,001 plus super and annual leave)
- Location - Parramatta
- Full Time and Casual opportunities
- Flexible working options available

**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 28 offices.

**About the role**

We have various Full Time and Casual vacancies that we will fill from this recruitment in our LawAccess team based at Parramatta.

Reporting to the Team Leader, the responsibilities of Information Officer - Legal include:

- Being the first point of contact for people who have a legal problem in NSW providing timely and accurate legal information and referrals through telephone and chat service channels.
- Developing and maintaining sound knowledge of legal information, analysing and responding to questions appropriately.
- Recording and maintaining accurate information regarding customer enquiries and assistance services.
- Participating in developing, maintaining and improving systems, legal information resources, referral protocols and office processes.
- LawAccess NSW utilises audio call recording for coaching and quality assurance purposes.

The LawAccess NSW phone and chat services are open 9.00am to 5.00pm, Monday to Friday. This role will see you commence taking phone calls before potentially progressing to our web chat service.

Our Information Officers enjoy the flexibility of being able to work most of their time from home as well as coming together onsite as a team to connect on a regular basis.

**About you**

You are a passionate customer service professional and possess excellent interpersonal skills, including verbal communication, negotiation, resilience and conflict resolution. You have proven capability in identifying issues and being able to quickly provide a solution by using your high level of emotional intelligence and problem solving skills.

Your team depends on your ability to collaborate effectively as a team player while also working independently when needed. Additionally, you are expected to follow a structured daily schedule, including designated breaks and lunches, to ensure consistent availability and seamless customer support.

The role requires you to work up to 35 hours a week for Full Time roles on various days and times, meaning you must be flexible to adjust your lifestyle around your work schedule / roster provided by LawAccess NSW Contact Centre’s needs

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:

- 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 answer the following targeted questions:

- _
- **Describe what good customer service experience looks and feels like?**
- **Describe a customer service situation where you had to manage difficult and highly emotional and aggressive customers? What were the steps you took and what was the outcome?**
- **How did you feel after dealing with this situation and what steps did you take to manage your own well-being?**
- _

**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