Client Information Officer

Queensland Government; Brisbane; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Flexible working arrangements

Salary packaging up to $30,000 FBT

Novated leasing options

Free confidential counselling

Job summary

Legal Aid Queensland is seeking a client information officer to handle our state-wide inbound call centre. You will help callers identify their legal problems, explain rights and responsibilities, and guide them on how to apply for a grant of legal aid and connect them with a lawyer.

The role includes extensive training, ongoing skill development, maintaining information databases, and delivering outstanding customer service by telephone.

Qualifications

• Experience in customer service roles handling inquiries.
• Ability to explain legal processes and rights clearly.
• Strong communication and listening skills.

Responsibilities

• Manage all incoming calls and identify caller needs.
• Provide information on legal processes, Guidelines, and referrals.
• Assist with maintaining information databases and contribute to knowledge improvements.
• Deliver outstanding client service via telephone and other channels as required.

Skills

Customer service

Call handling

Communication skills

Information provision

Job description

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.About usOur 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 roleThis 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 QueenslandWe'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 weekFlexible working arrangementsGenerous salary packaging - up to $30,000 FBT exempt which includes your taxable income tax and increases your take home payNovated leasing optionsAnnual rewards and recognitionCommitment to cultural safetyFree 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; andthe details of two referees.Closes 11:59pm, Thursday 12 November 2026This work is licensed under a Creative Commons Attribution 3.0 Australia License.