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Provide the first point of contact for customers of LawAccess NSW by providing legal information and/or referral
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2x Temporary (up to 12 months), Part-time roles (21 and 28 hours per week)
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Location: Parramatta
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Clerk Grade 3/4, Salary ($70,652 - $77,363) pro rata, plus employer’s contribution to superannuation and annual leave loading
About us
The Department of Justice delivers legal, court and supervision services to the people of NSW by managing courts and justice services, implementing programs to reduce crime and re offending, managing custodial and community-based correctional services, protecting rights and community standards and advising on law reform and legal matters.
LawAccess NSW is a free government telephone service that provides legal information, referrals and in some cases, advice for people who have a legal problem in NSW. The core business hours of LawAccess NSW are 9:00 am to 5:00pm, Monday to Friday.
About the role
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Reporting to the Team Leader, the Information Officer – Legal’s responsibilities include:
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Providing timely and accurate legal information and referrals to members of the public
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Developing and maintaining sound knowledge of legal information, analysing and responding to questions appropriately
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Recording and maintaining accurate information regarding customer inquiries and assistance services
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Participating in developing, maintaining and improving the Customer Relationship Management (CRM) database, LawAccess Online, legal information resources, referral protocols and office processes
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Perform administrative, clerical or research duties.
Essential Requirements
An understanding of the legal system and legal issues confronted by customers and demonstrated experience in providing excellent customer service.
LawAccess NSW utilises audio call recording for coaching and quality assurance purposes.
Work to a schedule / roster in line with LawAccess NSW contact centre’s performance standards.
About you
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The successful candidate will possess the following:
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Excellent customer service and problem solving skills
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An understanding of the legal system and legal issues confronted by customers
Applying for the role
To apply for this role you need to submit an application online via www.iworkfor.nsw.gov.au
When applying you will need to:
1. Answer the two pre-screening questions below – we are looking for you to demonstrate your competency in this focus capability.
Please give an example when you provided excellent customer service in a high pressure environment. What was the outcome?
Describe a time when you took action to provide quick and thorough service in response to an internal/external customer request or problem. What was the outcome?
Then:
2. Attach a resume (maximum 5 pages) and a cover letter (maximum 2 pages) outlining how you meet the requirements and capabilities of this role as specified in the role description.
Contact: Jaslin Sandhu, Contact Centre Manager on Jaslin.Sandhu@justice.nsw.gov.au or (02) 8833 3160
Closing date: Thursday, 28 February 2019 (11:59 PM)
A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 12 months.
The Department of Justice is committed to building a workplace that values and supports diversity and inclusion. We actively promote the employment of women, people with a disability, Aboriginal and Torres Strait Islanders, LGBTI and people from culturally and linguistically diverse backgrounds.
The Department encourages applications from people with disability and will provide reasonable adjustments in our recruitment process and in the workplace. If you need an adjustment in the recruitment process, please call or email the contact person listed, and also advise us of your preferred method of communication.
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