Contact centre

A career that matters

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    Join a team that embraces diversity, flexibility, learning and continuous improvement to deliver quality legal services to Queensland’s most disadvantaged people. The work is challenging but rewarding—and that is why staff wellbeing and work/life balance are a top priority for our contact centre.

    Legal Aid Queensland’s contact centre is a statewide inbound call centre where we help people identify their legal problems, explain their legal rights and responsibilities, and provide information about how to apply for a grant of legal aid. Playing a critical role in our state’s justice system, the team responds to 140,000+ calls each year providing free legal information, booking legal advice sessions and making referrals to other services.

    What type of calls are received

    Unlike most contact centres, you are not selling anything. Our work centres around communicating with vulnerable Queenslanders, often at a difficult time in their lives. This can include receiving calls from clients including prisoners, domestic violence victims, parents navigating the family law or child protection system and people with mental health issues. Our contact centre provides a comprehensive and continuous training program on how to manage these calls and how to deliver a trauma informed service, so you can provide the most appropriate assistance to clients.

    Why the contact centre?

    Increase your work/life balance by working part time with a maximum four-day work week. The opportunity to work from home may be available following probation. Legal Aid Queensland supports staff advancing their careers, with many of our client information officers studying law or justice. Eligible employees can have up to 75 percent of tuition costs paid for plus study and exam leave for courses with direct relevance to their duties.

    Additional support

    By supporting our staff to be their best, we are building a workforce that can make a real difference to those who need it most. You will complete a four-week full time training intensive and then participate in an ongoing development program with our dedicated peer coaches. This enhances your customer service and communication skills and improves your knowledge of the law and our legal system.

    You will have access to professional counselling and debriefing services in addition to team leaders each shift.

    Personal strengths

    To be successful in this role, you will have exceptional communication or customer service skills, especially listening. Having natural empathy will help you build rapport with clients in difficult situations. Other skills include problem solving, resilience, collaboration, patience, tech savviness and the ability to disengage from work at the end of your shift. With a strong sense of social justice and an interest in the law, you will experience a high level of job satisfaction knowing you are helping some of Queensland’s most disadvantaged people.

    I like the problem solving aspect of the job. Listening to a client’s legal issues and working out the best approach to get them help is satisfying.

    How do I become a client information officer?

    No experience is needed, however previous experience in a customer service environment is advantageous.

    People from diverse backgrounds are strongly encouraged to apply.

    Benefits that matter

    Work/life balance

    We offer a 36.25-hour full time work week, time in lieu and accrued time off options, flexible work hours, and work from home options.

    Regional & remote incentives

    Staff in our regional offices receive an extra annual leave, locality allowances, relocation assistance and paid travel for professional development.

    Leave entitlements

    Staff have access to a wide variety of leave entitlements - generous family leave, an extra paid leave day over the Christmas closure period, domestic and family violence leave, option to purchase extra leave, study leave & career break options.

    Financial benefits

    Enjoy 17.5% annual leave loading, practising certificates costs reimbursed, novated leasing options, study assistance and generous salary packaging of up to $30,000 FBT which reduces your taxable income and increases your take home pay.

    Diversity and inclusion

    Enjoy an inclusive workplace that is committed to cultural safety, has an active First Nations employee network, an annual First Nations conference and access to culturally capable external providers.

    Health and wellbeing

    Staff are supported with free confidential counselling sessions for themselves and their immediate family, the fitness passport program, free flu and other vaccinations, corporate health insurance rates and more.

    Rewards and recognition

    We celebrate our staff with annual awards including length of service awards, team awards, individual service awards and CEO awards plus corporate events throughout the year.

    Professional development

    Maintain your skills with in-house CPD events, annual conferences, mentoring and leadership programs, annual conferences for legal and support staff and access to the in-house research library.

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