Client Information Officer — Flexible Hours & Impact

Legal Aid; Brisbane; Hybrid; AUD 59,000 - 65,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Job description

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.