Client Information Officer - Targeted

Queensland Government; Brisbane; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

36.25 hour work week

Flexible working arrangements

Salary packaging up to $30,000 FBT-exm

Novated leasing

Annual rewards

Confidential counselling

WFH options

First Nations mentoring

Cultural leave

First Nations network yarns

Job summary

Legal Aid Queensland is seeking a Client Information Officer to join our state-wide inbound call centre. You will help clients identify legal problems, explain rights and responsibilities, and guide them on how to apply for a grant of legal aid. A comprehensive training program is provided.

The role focuses on high-quality service, clear communication, and respectful engagement with diverse communities. We offer flexible working, salary packaging, and strong support for First Nations staff.

Qualifications

• Experience in frontline customer service or call centre.
• Ability to explain legal information clearly and accessibly.
• Sensitivity to First Nations communities and diverse client needs.

Responsibilities

• Handle all incoming calls and identify customer needs.
• Provide information on legal processes and Legal Aid Queensland guidelines.
• Participate in training and skill development activities.
• Help improve information databases with feedback on information accuracy.
• Maintain a positive organisational image through outstanding client service.

Skills

Customer service

Call centre

Information provision

Communication

Job description

Legal Aid Queensland is committed to building and maintaining a strong First Nations workforce and building our cultural capability. This is a targeted vacancy under section 105 of the Anti-Discrimination Act 1991. Aboriginal and Torres Strait Islander peoples are strongly encouraged to apply and may be prioritised in this process. Please note that this position is open to everyone and works with all clients and staff, not predominately or exclusively with First Nations clients and staff.Legal Aid Queensland acknowledges and respects the Traditional Custodians of the land where our offices stand, and where we work to help disadvantaged Queenslanders uphold their legal rights in our justice system.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.For First Nations employees:Monthly network yarnsFirst Nations mentoringFree confidential counselling sessions for your family with a First Nations providerWFH options and cultural leaveOpportunities to consult on First Nations work being doneCompulsory cultural awareness and safety training for all staffCheck out our First Nations Strategic PlanFor support with your application or evidence of attribute please contact [e-mail] or [e-mail] 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.