Peer Coach

2 weeks ago


Brisbane, Australia Legal Aid Full time

You will be involved in the delivery of training to Customer Service Officers/Client Information Officers including their extensive initial training program and an ongoing program of training and development to enhance their customer service, administrative and communication skills and improve their knowledge of the law and our legal system.

**In this role you will**:

- Monitor performance, assess training needs and provide targeted development activities to Customer Service Officers/Client Information Officers.
- Provide guidance to Customer Service Officers/Client Information Officers on technical systems, information database content and protocols for dealing with clients.
- Provide Customer Service Officers/Client Information Officers with on the job coaching to assist them to reach and maintain the required level of competence and quality.
- Maintain records of the feedback provided and contribute information to performance and development plans for Customer Service Officers/Client Information Officers.
- Prepare lesson plans, training content and materials, schedule training and organise presenters.
- Provide customer service at the front counter or in the contact (call) centre in peak periods to support the delivery of client services.
- Provide support to the Team Leaders as required to ensure coverage of operational hours.
- Contribute to the improvement of information databases by providing regular feedback on the appropriateness and usage of information.
- Actively participate in team planning and service improvement activities, and comply with corporate responsibilities.
- Model the values of respect, quality, and accountability.
- Maintain 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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