Client Information Officer

6 days ago

Brisbane, Queensland, Australia Legal Aid Queensland Full time $60,000 - $80,000 per year

About Legal Aid Queensland

Legal Aid Queensland's vision is to be a leader in a fair justice system where people are able to understand and protect their legal rights. Our purpose is to provide quality, cost effective legal services to financially disadvantaged people throughout Queensland. We embrace diversity, flexibility, learning and continuous improvement to deliver quality legal services.

About the RoleAs a client information officer, you will help people identify their legal problems, explain their legal rights and responsibilities, and provide information about how to apply for a grant of legal aid. You will also assess whether people need further legal help and organise for them to be booked in for legal advice with a lawyer. All client information officers complete an extensive initial training program and participate in an ongoing training and development program to enhance their customer service and communication skills and improve their knowledge of the law and our legal system. 

As part of the role, you will be required to work set shifts, rostered between 8.15 am and 4.45 pm weekdays according to client demand and operational requirements.

In this role, your responsibilities will include:

  • Manage all incoming calls to the organisation by identifying customer requirements and meeting these wherever possible over the telephone.
  • Provide information by telephone about legal processes, Legal Aid Queensland guidelines and referral agencies.
  • Participate in skill development processes, including call monitoring, on-the-job and group training.
  • Help improve information databases by providing regular feedback on the information's appropriateness and use.
  • Create and maintain a positive and efficient organisational image by providing outstanding client service by telephone or other means as required.

How You Will be Assessed

 The ideal applicant will be someone who has the following capabilities:

  • You have experience in a call centre or customer service environment, can use information technology systems (eg. Microsoft Office) and learn organisation specific programs.
  • You are willing to learn and apply new knowledge in the workplace and have sound literacy skills and computer skills.
  • You can communicate a clear and succinct manner, can explain information using language that is appropriate for the audience, stay calm in difficult situations and treat people with respect and courtesy.

Other Capabilities that May be AssessedLegal Aid Queensland applies the Leadership competencies for Queensland.  This role is mapped to the 'Individual Contributor' profile. Please refer to the position description for more detail.

Mandatory Role RequirementsThis position has a mandatory extensive training program of 3 weeks (full time), appointees will be required to successfully complete the training to become an accredited Client Information Officer.

What we OfferAs a member of the Legal Aid Queensland Community, you will receive:

  • 36.25 hrs per week (full time hours)
  • 12.75% employer super contributions
  • Flexible working hours
  • Generous salary packaging available (Click here to calculate)
  • Study leave for approved work-related courses.

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