• Clerk Grade 3/4 (between $79,032 - $86,539 plus super and annual leave)
• Location – Parramatta
• Full Time and Casual opportunities
• Flexible working options available 

About us

Legal Aid NSW helps people with their legal problems. We can help people with most areas criminal law, family law and every day civil law legal issues. We give legal advice, help at court and do family dispute resolution. We can do this over the telephone or at one of our 28 offices.

About the role

We have various Full Time and Casual vacancies that we will fill from this recruitment in our LawAccess team based at Parramatta. The roles are Full Time and Casual.

Reporting to the Team Leader, the responsibilities of Information Officer - Legal include:

• Being the first point of contact for people who have a legal problem in NSW providing timely and accurate legal information and referrals through telephone and chat service channels.
• Developing and maintaining sound knowledge of legal information, analysing and responding to questions appropriately.
• Recording and maintaining accurate information regarding customer enquiries and assistance services.
• Participating in developing, maintaining and improving systems, legal information resources, referral protocols and office processes.
• LawAccess NSW utilises audio call recording for coaching and quality assurance purposes.

The LawAccess NSW phone and chat services are open 9.00am to 5.00pm, Monday to Friday.

Our Information Officers enjoy the flexibility of being able to work the majority of their time from home as well as coming together onsite as a team to connect on a regular basis.

To learn more about what it is like to work as an Information Officer with LawAccess NSW, hear it from our staff: https://youtu.be/8ITnmfu7oYY.

About you 

The ideal candidates will have demonstrated experience in and commitment to providing excellent customer service to a diverse range of customers. Having an understanding of the legal system and the legal issues confronted by customers is desirable but not essential. Successful candidates will attend an induction program in the first three weeks of their contract, to learn the legal knowledge required for the role and further develop on their soft skills to have challenging conversations and provide a person fist customer experience.

You will possess excellent interpersonal skills, including verbal communication, negotiation and conflict resolution. You must demonstrate the ability to use initiative and problem solve, be a team player as well as be able to work individually.

You must display resilience and emotional intelligence in challenging situations, and you must be able to work to a schedule / roster in line with LawAccess NSW contact centres performance standards.

We may use this recruitment to create a talent pool for similar ongoing or temporary vacancies we have over the next 18 months.

WHY YOU SHOULD JOIN LEGAL AID NSW!

We are committed to diversity and inclusion

We are committed to creating a culturally safe and genuinely inclusive organisation and workplace for everyone who works and interacts with us. We strive to be a place where people from diverse backgrounds want to work, where voices and cultures are valued and where people feel valued, welcomed, respected and heard.

We want a workforce that reflects our clients, so we can deliver a service that meets the needs of the community. We welcome applications from people with diverse backgrounds — including Aboriginal and Torres Strait Islander people, people with disability, the LGBTQI+ community, culturally diverse people and other diverse communities.

We acknowledge, support and accommodate the diverse access needs of people with visible and invisible disabilities. If you need an adjustment to participate in the recruitment process, or you’d like information about what we can do to help you, please contact our team at [email protected] using the subject line: Information Officer - LawAccess enquiry via EthicalJobs.

Other benefits of working with us

• You will have access to training, development and mentoring opportunities.
• We are an accredited Flex Ready certified employer and are recognised as leaders in the area of flexible work. Most of our staff work flexibly — for example, from home some of the time or in a way that helps them balance family and work life.

The essential requirements for this role

You must: 

• be willing to do a Criminal Record Check and/or Working with Children Check
• hold Australian or NZ citizenship, Australian Permanent Residency (for ongoing vacancies) or a valid visa to work in Australia (for temporary vacancies) 

How to apply

You MUST submit your application online via the "Apply Now" button. If you submit your application late or by email it will NOT be accepted.

Your application must include:

• your resume (no more than 5 pages)
• cover letter (no more than 2 pages). In your cover letter, please

Tell us about your previous customer service experience, including where you have assisted customers who are distressed, emotional and vulnerable.

1. What customer service strategies did you use to assist the customer. 
2. How do manage your own wellbeing after a call of this type?

Make sure your application is complete and you have answered all questions before you submit it.

Do you need help to apply?

It’s important to properly prepare before you apply for a role. Here is some other information to help you:

• If you have questions about the role, you can contact the Hiring Manager – Helen Timoney on (02) 8833 3149 or email: [email protected]. 
• If you are an Australian Aboriginal or Torres Strait Islander and are thinking about applying, you can contact the Aboriginal Services Branch via [email protected] to arrange a confidential conversation about any questions you may have.
• The Role Description sets out the responsibilities of the role.
• The focus capabilities and key accountabilities in the role description indicate what is expected at that level. Being familiar with these will help you understand what the panel will be looking for in the successful candidate. 
• Applying for a Role
• Working at Legal Aid NSW