Team Leader - Brisbane Contact Centre , Legal Aid

Legal Aid Queensland is recruiting to fill two vacancies in our call centre management team. We have both a permanent Team Leader role and a temporary full-time position focusing on the management and supervision of the front counter team, resources and processes.
Job details Position status Permanent,Temporary
Position type Full-time
Occupational group Customer Service/Call centre
Classification AO5
Workplace Location Brisbane Inner City
Job ad reference QLD/545424
Closing date 28-Feb-2024
Yearly salary
Fortnightly salary
Total remuneration
Salary Other
Job duration Permanent and Temporary roles available
Contact person Trina Holmes
Contact details 07 3917 0798
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About Legal Aid Queensland
Legal Aid Queensland's (LAQ) 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 team
Legal Aid Queensland's Information and Advice Services area provides high-quality legal information, referral and legal advice services to vulnerable and disadvantaged Queenslanders over the telephone, face-to-face, at our regional offices, at correctional centres or via videoconference. The division plays an important role in our state's justice system, responding to over 140,000 calls a year and providing free legal information and referrals to other services.
About the Role
We are recruiting for two roles (1 permanent and 1 temporary for 12 months). These positions are ideally suited to experienced Team Leaders from a high volume, inbound Contact Centre. You will oversee the performance of Client Information Officers (CIOs) who work both in the Contact Centre and Brisbane front counter at Legal Aid Queensland.
You will

• Manage a team of Client Information Officers (CIO) including HR related activities.
• Possess a communication style that is approachable, considered, collaborative and fair, with a proven ability to coach and develop individuals to deliver KPIs.
• Understand the principles of trauma informed service delivery.
• Provide advice, support and guidance to the CIOs in relation to the legal information database content and protocols for dealing with clients,
• Undertake call monitoring, identify training opportunities and work with the Peer Coaches for ongoing staff development
• Deliver CIO training

You will have:

• experience managing a team in a Contact Centre or customer service environment
• knowledge of, or the ability to quickly acquire knowledge of, the legal system and court processes
• experience in delivering services to disadvantaged clients
• the ability to contribute to the professional development of your team, providing clear guidance, constructive feedback and mentoring.
• Resilience and an ability to problem solve.

What we can offer you

• 12.75% employer super contributions
• Generous salary packaging arrangements with 30% fringe benefit tax exemption
• Health and wellness discounts – fitness passport access and
• Access to our Employee Assistance Program for staff and immediate family

How to apply
Submit a current resume and a statement of no more than two pages on what you can bring to the role, demonstrating the capabilities in the About You section.
To find out if this role is right for you, please contact Trina Holmes on 3917 0798 to discuss this opportunity.
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote and .
Documents
Before applying for this vacancy please ensure you read the documents below.
Role Description