Description:
• Clerk Grade 3/4 (between $82,193 - $90,001 plus super and annual leave)
• Location – Parramatta
• Full Time and Casual opportunities
• Flexible working options available
About us
Legal Aid NSW helps people with their legal problems. We can help people with most areas of criminal law, family law and every day civil law legal issues. We give legal advice, help at court and do family dispute resolution. We can do this over the telephone or at one of our 28 offices.
About the role
We have various Full Time and Casual vacancies that we will fill from this recruitment in our LawAccess team based at Parramatta.
Reporting to the Team Leader, the responsibilities of Information Officer - Legal include:
• Being the first point of contact for people who have a legal problem in NSW providing timely and accurate legal information and referrals 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 systems, legal information resources, referral protocols and office processes.
• LawAccess NSW utilises audio call recording for coaching and quality assurance purposes.
The LawAccess NSW phone and chat services are open 9.00am to 5.00pm, Monday to Friday. This role will see you commence taking phone calls before potentially progressing to our web chat service.
Our Information Officers enjoy the flexibility of being able to work most of their time from home as well as coming together onsite as a team to connect on a regular basis.
To learn more about what it is like to work as an Information Officer with LawAccess NSW, hear it from our staff: https://youtu.be/8ITnmfu7oYY.
About you
The ideal candidates will have demonstrated experience in and commitment to providing excellent customer service to a diverse range of customers. An understanding of the legal system and the legal issues confronted by customers is desirable but not essential. Successful candidates will attend an induction program in the first three weeks of their contract, to learn the legal knowledge required for the role and further develop on their soft skills to have challenging conversations and provide a person fist customer experience.
You are a passionate customer service professional and possess excellent interpersonal skills, including verbal communication, negotiation, resilience and conflict resolution. You have proven capability in identifying issues and being able to quickly provide a solution by using your high level of emotional intelligence and problem solving skills.
Your team depends on your ability to collaborate effectively as a team player while also working independently when needed. Additionally, you are expected to follow a structured daily schedule, including designated breaks and lunches, to ensure consistent availability and seamless customer support.
The role requires you to work up to 35 hours a week for Full Time roles on various days and times, meaning you must be flexible to adjust your lifestyle around your work schedule / roster provided by LawAccess NSW Contact Centre’s needs
We may use this recruitment to create a talent pool for similar ongoing or temporary vacancies we have over the next 18 months.
WHY YOU SHOULD JOIN LEGAL AID NSW!
We are committed to diversity and inclusion
We are committed to creating a culturally safe and genuinely inclusive organisation and workplace for everyone who works and interacts with us. We strive to be a place where people from diverse backgrounds want to work, where voices and cultures are valued and where people feel valued, welcomed, respected and heard.
We want a workforce that reflects our clients, so we can deliver a service that meets the needs of the community. We welcome applications from people with diverse backgrounds — including Aboriginal and Torres Strait Islander people, people with disability, the LGBTQI+ community, culturally diverse people and other diverse communities.
We acknowledge, support and accommodate the diverse access needs of people with visible and invisible disabilities. If you need an adjustment to participate in the recruitment process, or you’d like information about what we can do to help you, please contact our team at erecruitment@legalaid.nsw.gov.au.
Other benefits of working with us
• You will have access to training, development and mentoring opportunities.
• We are an accredited Flex Ready certified employer and are recognised as leaders in the area of flexible work. Most of our staff work flexibly — for example, from home some of the time or in a way that helps them balance family and work life.
The essential requirements for this role
You must:
• be willing to do a Criminal Record Check and/or Working with Children Check
• hold Australian or NZ citizenship, Australian Permanent Residency (for ongoing vacancies) or a valid visa to work in Australia (for temporary vacancies)
How to apply
You MUST submit your application online. If you submit your application late or by email it will NOT be accepted.
Your application must include:
• your resume (no more than 5 pages)
• cover letter (no more than 2 pages). In your cover letter, please answer the following targeted questions:
• Describe what good customer service experience looks and feels like?
• Describe a customer service situation where you had to manage difficult and highly emotional and aggressive customers? What were the steps you took and what was the outcome?
• How did you feel after dealing with this situation and what steps did you take to manage your own well-being?
Make sure your application is complete and you have answered all questions before you submit it.
Do you need help to apply?
It’s important to properly prepare before you apply for a role. Here is some other information to help you:
• If you have questions about the role, you can contact the Hiring Manager – Helen Timoney on (02) 8833 3149 or email: helen.timoney@legalaid.nsw.gov.au.
• If you are an Australian Aboriginal or Torres Strait Islander and are thinking about applying, you can contact the Aboriginal Services Branch to arrange a confidential conversation about any questions you may have.
•
The Role Description sets out the responsibilities of the role.
• The focus capabilities and key accountabilities in the role description indicate what is expected at that level. Being familiar with these will help you understand what the panel will be looking for in the successful candidate.
• Applying for a Role
• Working at Legal Aid NSW
Legal Aid
16 Mar 2025;
from:
uworkin.com