This is an exciting opportunity for an experienced team leader to take on a role in Legal Aid Queensland's Information and Advice Services (IAS). As a Team Leader in a high volume, inbound contact centre, you will be responsible for overseeing the performance of Client Information Officers (CIOs) in your team who work both in the contact centre and Brisbane front counter. You will support CIOs to provide timely, accurate and user-friendly legal information to disadvantaged Queenslanders, and provide coaching, direction and training to help them reach their optimum potential. You will also have the opportunity to identify ways to improve our processes and procedures to ensure we are delivering a first-class service that exceeds the expectations of our clients and stakeholders.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 will have:Experience managing a team in a contact centre or customer service environment, with extensive knowledge of the legal system and court processes, and an understanding of delivering services to disadvantaged clients.The ability to contribute to the professional development of others, including providing clear guidance, constructive feedback and mentoring.Resilience and problem-solving skills, with the ability to identify and implement improved work practices and effectively manage changes and shifting priorities while acting professionally, remaining positive, and staying calm under pressure.What we offer you:36.25 hrs per week (full time hours)Generous salary packaging12.75% employer super contributionsStudy leave for approved work-related courses.If this opportunity sounds right for you, submit a cover letter (max 2 pages) summarizing relevant experience to the position and why you consider yourself suitable for the role.Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.The role is mainly located at LAQ's head office in Brisbane, providing front counter customer service supervision.
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