Customer Service Coordinator

6 days ago

Gold Coast, Australia Legal Aid Full time

As customer service coordinator, you will supervise a small team of customer service officers, supporting them to provide timely, accurate and user-friendly legal information to disadvantaged Queenslanders. You will provide your team with coaching, direction and advice, and identify training needs and opportunities to help them reach their optimum potential. You will also have the opportunity to identify ways to improve our processes and procedures to ensure we are delivering a first class service that exceeds the expectations of our clients and stakeholders.

**In this role you will**:

- Supervise the delivery of customer services at Legal Aid Queensland's Southport office and undertake human resource management related activities including; ensuring coverage of the front counter and the day to day management of front counter staff.
- Provide customer service, over the phone and face to face, to support the delivery of client services.
- Provide assistance, guidance and coaching to customer service officers (and to other administrative officers at Southport who may undertake the customer service role from time to time), in the resolution of customer service issues, and provide a direct response to difficult client enquiries as required.
- Provide advice to customer service officers and the broader team in relation to our legal information database content, grants processes and protocols for dealing with clients. Ensure team members are informed of content changes and are communicating current legal information.
- Coordinate the ongoing development activities of customer service officers, including working collaboratively with staff from across the organisation to source training opportunities.
- Proactively contribute to the development and implementation of strategies to improve work practices and client service delivery, including providing senior management with clear recommendations for continuous improvement and by contributing to the enhancement of LAQ's information databases and web pages.
- Coordinate and assist with administrative functions (including cash handling, mail collection and distribution, office supplies and equipment maintenance.)
- Models the values of respect, quality and accountability.
- Maintains a high standard of practice through governance and risk management.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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