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Form of work About us
Legal Aid NSW helps people with their legal problems. We can help people with most areas of 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 27 offices.
About the role
This is an ongoing full-time role based in Parramatta, with flexible work options available.
The role leads Legal Aid NSW’s strategic approach to customer engagement particularly through the LawAccess NSW Contact Centre and the design of products and programs to provide legal information, intake and referral for people with a legal problem in NSW.
We may use this recruitment to create a talent pool for similar ongoing or temporary vacancies we have over the next 18 months.
About you
We are looking for a highly motivated, people-focussed and enthusiastic professional to join our LawAccess Contact Centre team. You will be a strong leader, with previous demonstrated industry experience in a similar contact centre environment, including as business owner of a contact centre platform. You must have exceptional customer service skills with a solutions focussed approach, the ability to lead with compassion and build strong relationships with key stakeholders.
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 erecruitment@legalaid.nsw.gov.au.
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 fully vaccinated against COVID-19 before you start work with us
be willing to do a Criminal Record 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 through www.iworkfor.nsw.gov.au. 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 explain how your skills and experience in contact centre management are relevant to this role.
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 – Jane Cipants on (02) 9219 5859 or email: jane.cipants@legalaid.nsw.gov.au.
If you are an Australian Aboriginal or Torres Strait Islander and are thinking about applying, you can contact the Aboriginal Services Branch 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
