Client And Community Pathways - Reception

Position Ref: ADMIN0323

Classification: Level 3 – Full-time (35 hours/week; Monday to Friday)

Remuneration: $78,969 inclusive of super and attractive salary packaging options 

PLAY A PART IN MAKING A DIFFERENCE 

Caxton Community Legal Centre’s purpose is to promote and protect human rights in Queensland through access to justice. Caxton provides accessible legal information so people know their rights and can prevent or respond to legal problems. Prioritising those who experience disadvantage, trauma and marginalisation, Caxton provides free, high-quality legal assistance and social supports. Caxton advocates for reform to unfair laws, policies and systems. Working collaboratively with volunteers and Community partners, Caxton reaches underserved populations. We do all of this to create a more just and inclusive Queensland.

The Client and Community Pathways Reception position is a key member of our Client Services Team. The Client Services Team is a small team of dedicated staff and volunteers putting the client at the centre of every interaction with Caxton Community Legal Centre.

The Client and Community Pathways Reception role applies our human rights framework and trauma informed approach to service access. The role is also responsible for providing a professional and warm first point of contact at our office reception for our clients and other visitors, and contributing to the smooth daily operation of Caxton’s office.

THE RIGHT FIT

We are keen to hear from experienced and dynamic administration/office managers who thrive on working with people and are willing to sink their teeth into this position and make it their own.

The successful applicant can demonstrate:

• Previous experience and success in a fast-paced reception role
• Outstanding interpersonal skills, including an ability to communicate with a highly diverse range of people
• Ability to triage clients who may present with urgent needs for assistance
• Well developed written skills and problem solving ability
• Excellent time management skills and the ability to manage competing demands and requests
• High level of resilience and a proactive approach and attitude
• Excellent computer literacy skills and experience in major administration software packages such as Microsoft (Outlook, Excel, Word, Power BI), SharePoint, 8x8 (computer based phone program)
• High level of proficiency in data reporting - gathering and providing data and reporting aligned to Client Services business objectives
• A sharp eye for identifying areas for improvement in processes and practices
• Previous experience managing client appointment bookings for numerous professional staff, daily administration tasks, including data entry, management of incoming and outgoing mail and deliveries, room bookings and ensuring the reception area and client interview rooms are well presented and resourced
• Willingness to take a flexible approach to the work as less-routine events or tasks arise

ROLE REQUIREMENTS

• Provide a professional and warm first point of contact at our office reception for our clients and other visitors
• Provide exceptional, trauma informed customer service to all clients including engaging with individuals who may be experiencing significant levels of stress, disadvantage and/or trauma
• Triage clients who may present with urgent needs for assistance (eg. walk in clients)
• Respectfully manage and negotiate competing demands and requests
• Ensure effective and optimal use by all staff and volunteers of office resources and client appointment to support service delivery:
  • Oversee the effective use of interview rooms and meeting rooms to ensure maximum utilisation
  • Manage incoming and outgoing mail and deliveries (eg. franking, maintaining mail register, receipting and distribution
  • Oversee the use and maintenance of equipment (eg. laptops, chargers) used by volunteers, students and secondees
  • Ensure the reception area and client interview rooms are well presented and resourced
• Effectively and responsively manage electronic enquiries
• In conjunction with the Operations Team, provide technical support and advice to colleagues as required
• Assist with gathering and producing data and reporting aligned to Client Services business objectives
• Identify continuous improvement opportunities regarding processes and practices
• Contribute to a strong WHS culture by reporting hazards and risks and implementing remedial actions
• Provide assistance with less-routine events or tasks as they arise (eg. event set up, catering requests)

WHY CAXTON LEGAL?

Caxton Community Legal Centre has played a central part in Queensland’s legal landscape over the past 40 years, leading the state’s first Stolen Wages case, successfully representing well over 100 victims of the 2011 floods, and paving the way for multidisciplinary service delivery to people experiencing elder abuse.

We are an engaged, passionate and talented group of lawyers, social workers and administrative staff with whom you are encouraged to collaborate and learn from in order to meet our clients’ needs.

Our full-time staff enjoy a 35 hour working week paid at the full-time Award rate, with time off in lieu if additional approved hours are worked.

Paid Christmas leave is provided during the office shut-down period to New Years in addition to four weeks paid annual leave.

Caxton is currently experiencing growth and change across many of its programs - these roles represent investments into the future of our service delivery and capabilities across Queensland.

Please apply by providing a 1-2 page cover letter addressing the key tasks and responsibilities of the role as outlined in the position description and your CV, for the attention of Jodie Niland, Manager - Client and Community Pathways.

A closing date has not been listed as we will be contacting suitable candidates for interview as applications are received.