Client Information Officer

Legal Aid Queensland; Brisbane; On-site; AUD 65,000 - 80,000; Full time

Benefits offered by this job

36.25 hour work week

Flexible working arrangements

Salary packaging up to $30,000 FBT-exc

Novated leasing options

Annual rewards and recognition

Commitment to cultural safety

Confidential counselling sessions

Job summary

Legal Aid Queensland seeks a client information officer for its state-wide inbound call centre in Brisbane. You will guide people through identifying legal problems, explain rights and responsibilities, and advise on applying for a grant of legal aid.

Join a supportive team with extensive initial training and ongoing development. The role emphasizes client service, clear communication, and helping individuals access essential legal services within Queensland's justice system.

Qualifications

• Experience in customer service environments
• Excellent communication skills

Responsibilities

• 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.

Skills

Customer service

Call centre

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.

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 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 family

See the attached LAQ Employee Benefits to see more benefits.

Closes 11:59pm, Thursday 12 November 2026