Team Leader (Customer Service) , Legal Aid

The successful candidate will play an integral role in the following:

• Manage a team of Client Information Officers including the provision of performance management, conflict management, leave management and other human resource related activities.
• Be an enthusiastic leader who is accountable, proactive and passionate about bringing team members along the journey, and not afraid to have challenging conversations.
• 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 Client Information Officers in relation to the legal information database content and protocols for dealing with clients, including the resolution of customer service issues and client escalations.

• You have experience managing a team in a contact centre or customer service environment, have extensive knowledge of the legal system and court processes and also have an understanding of delivering services to disadvantaged clients.
• You can contribute to the professional development of others including, providing clear guidance, constructive feedback and mentoring.
• You are resilient and have the ability to problem solve. You can identify and implement improved work practices and effectively manage changes and shifting priorities. You act professionally, remain positive and stay calm under pressure.

• 36.25 hrs per week (full time hours)
• Generous salary packaging
• 12.75% employer super contributions
• Flexible working hours
• Study leave for approved work-related courses.