Information Officer

Provide the first point of contact via telephone and chat for customers of LawAccess NSW by providing legal information and/or referral.
- 7x full-time/part-time roles
- Location: Parramatta and opportunity to work from home
- Salary package up to $90k

**ABOUT LEGAL AID NSW**

Legal Aid NSW is the largest legal aid agency in Australia, comprising of a Central Sydney office and 28 regional offices in metropolitan and regional centres across NSW including the two satellite offices located at Walgett and Bourke, and a number of specialist services and advice clinics. Working at Legal Aid NSW provides the opportunity to support people with disabilities, people from culturally and linguistically diverse backgrounds, women and children, Indigenous people and people with mental illness who may experience difficulties when enforcing and defending their rights.

**ABOUT THE ROLE**

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

- Providing timely and accurate legal information and referrals to members of the public 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 the Customer Relationship Management (CRM) database, LawAccess Online, legal information resources, referral protocols and office processes.
- Perform administrative, clerical or research duties.
- Law Access NSW utilises audio call recording for coaching and quality assurance purposes.

The core business hours of LawAccess NSW are 9.00am to 5.00pm, Monday to Friday.

**ABOUT YOU**

To be successful in this role you will have an understanding of the legal system and the legal issues confronted by customers. Your commitment to and experience in providing excellent customer service to a diverse range of customers is essential. You will possess excellent interpersonal skills, including verbal communication, negotiation and conflict resolution. You must demonstrate the ability to use initiative and problem solve, be a team player as well as be able to work individually. You must display resilience and emotional intelligence in challenging situations, and you must be able to work to a schedule / roster in line with LawAccess NSW contact centres performance standards.

**ESSENTIAL REQUIREMENTS**
- Willingness to undertake a Criminal Record Check and/or working with Children Check
- Hold Australian or NZ citizenship, or be an Australian Permanent Resident (essential for ongoing vacancies) or hold a valid working visa (for temporary vacancies)
- Fully vaccinated against COVID-19 prior to commencement

**HOW TO APPLY**

Applicants should read the Role Description and consider the Focus Capabilities and Key Accountabilities when preparing their resume and cover letter.

Applicants are requested to attach:

- current resume / curriculum vitae (CV) (maximum 5 pages)
- cover letter (maximum 2 pages) responding to the following two questions:

- **_You will work in a fast-paced contact centre environment as an Information Officer - Legal. A) Tell us about your previous customer service experience and how you personally ensured your customers had a positive experience, and B) Tell us about a time when this wasn't the case, and how you dealt with it?_**
- **_The role of information officer - Legal at LawAccess NSW requires you to work in a highly structured contact centre environment. Could you please provide an example which A) illustrates your strategies for adapting to a repetitive work environment and B) the type of work environment that you believe you will excel in?_**

The selection process will include a range of comparative assessment techniques to assist in determining capability and suitability for the role.

This recruitment will be used to fill any current vacancies and may be used to create a Talent Pool for similar future temporary or ongoing vacancies that may arise over the next 18 months.

To ensure recruitment at Legal Aid NSW continues without interruption during the COVID-19 pandemic, virtual methods may be used for interviews and assessments. This may include interviews conducted by video, telephone interviewing, Microsoft Teams meetings and online assessments.

**OUR COMMITMENT TO DIVERSITY AND INCLUSION**

Legal Aid NSW welcomes applicants from diverse backgrounds, including people with disability, Aboriginal and Torres Strait Islander people, the LGBTIQA+ community, culturally diverse people and other diverse communities.

Legal Aid NSW provides dignified access to accommodate the diverse needs of our community. We acknowledge and support the access needs of people with visible and invisible disabilities, as such all of our offices are accessible.

**FURTHER INFORMATION**
- Ongoing full-time (35 hours per week) and part-time opportu