Client Information Officer

Legal Aid; Brisbane; Híbrido; AUD 59 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

36.25 hour week

Flexible working arrangements

Salary packaging up to $30,000 FBT-exc

Novated leasing

Annual rewards and recognition

Cultural safety

Free confidential counselling

Resumo da oferta

Legal Aid Queensland is seeking a Client Information Officer to join our Brisbane-based team. The role covers inbound calls, guiding customers through legal aid processes and referrals, and facilitating access to legal information and advice.

You will participate in ongoing training, maintain accurate information databases, and strive to deliver outstanding service to Queensland’s clients.

Qualificações

• 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.

Responsabilidades

• Handle high volumes of inbound calls from the public with professionalism and empathy.
• Provide clear, accurate information on legal processes and eligibility for legal aid.
• Assist callers to navigate the grant application process and connect them with appropriate services.
• Contribute to ongoing training and quality improvement initiatives within the information centre.

Descrição da oferta de emprego

# Client Information Officer**Legal Aid** (Organisation site) Brisbane## Job details| | || --- | --- || Position status | Fixed Term Temporary || Position type | Flexible-full-time,Flexible-part-time || Occupational group | Customer Service/Call centre || Classification | AO3 || Workplace Location | Brisbane Inner City || Job ad reference | QLD/705872 || Closing date | 12-Nov-2026 || Salary Other | 42.84 to 47.53 p/hr || Job duration | Temporary - 12 months || Contact person | Simon Hay || Contact details | [phone] Access the National Relay Service |### **About us**Our 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.### **About the role**This is an outstanding opportunity for a customer service professional to take on a demanding and rewarding role in a state-wide in-bound call centre. Established in 1997, Legal Aid Queensland's Client Information Services plays an important role in our state's justice system.As 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 PO6program 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.**In this role you will:*** 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.### **Working for Legal Aid Queensland**We're committed to looking after you – professionally, financially and socially. Our wide range of benefits allow you to work flexibly and maintain your wellbeing while supporting you to make a positive impact on the lives of Queensland's most disadvantaged people.We offer:* 36.25 hour full-time working week* Flexible working arrangements* Generous salary packaging - up to $30,000 FBT exempt which includes your taxable income tax and increases your take home pay* Novated leasing options* Annual rewards and recognition* Commitment to cultural safety* Free confidential counselling sessions for you and your immediate familySee the attached LAQ Employee Benefits to see more benefits.**To apply please provide:*** a cover letter (maximum 2 pages) addressing how you meet the Success criteria (Knowledge, skills and experience), in line with the “Key responsibilities”.* your resume/CV that details your relevant experience, work history and qualifications; and* the details of two referees.Closes 11:59pm, Thursday 12 November 2026## Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.## DocumentsBefore applying for this vacancy please ensure you read the documents below.* LAQ Employee Benefits (PDF, 277KB) Application Kit Applying for a role at Legal Aid Queensland (PDF, 441KB) Application Kit Position description - AO3 Client information Officer - Targeted (PDF, 472KB) Role Description