Team Leader

2 days ago

Brisbane, Australia Legal Aid Full time

**In this role you will**:

- Manage a team of Client Information Officers including the provision of performance management, conflict management, leave management and other human resource related activities.
- Be an enthusiastic leader who is accountable, proactive and passionate about bringing team members along the journey, and not afraid to have challenging conversations.
- Possess a communication style that is approachable, considered, collaborative and fair, with a proven ability to coach and develop individuals to deliver KPIs.
- Understand the principles of trauma informed service delivery.
- Provide advice, support and guidance to Client Information Officers in relation to the legal information database content and protocols for dealing with clients, including the resolution of customer service issues and client escalations.
- Undertake call monitoring, identify training opportunities and work with the Peer Coaches to manage the ongoing development of team members.
- Attend and deliver Client Information Officer training to maintain your knowledge in relation to client information services.
- Manage the quality of the service delivered by Client Information Services and contribute to quality improvement initiatives.
- Manage and construct rosters, ensuring the provision of sufficient resources to meet demand and in consideration of budget parameters.
- Contribute to the improvement of the information databases and web pages. Also ensure that team members are informed of content changes and are communicating current legal information.
- Contribute to development and implementation of plans and strategies to continually improve work practices and service delivery to clients.
- Work collaboratively with your peers and contribute as a member of the Client Information Services leadership team.
- Maintain a high standard of practice through governance and risk management.
- Model the values of respect, quality and accountability.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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