Manager - Contact Centre, Legal Aid

Legal Aid Queensland (LAQ) is seeking an experienced and motivated Contact Centre Manager to lead a dynamic team in delivering high-quality legal information and client services to vulnerable and disadvantaged Queenslanders. This is an exciting opportunity to make a meaningful impact while working in a supportive and inclusive environment.

About Legal Aid Queensland

Legal Aid Queenslands 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.

We embrace diversity, flexibility, learning and continuous improvement to deliver quality legal services. The work is challenging but rewarding - and that is why staff wellbeing and work/life balance are a top priority for us.

About the role

As the Contact Centre Manager, you will:

• Lead a state-wide legal information and client service program, fostering a culture of client service and high performance.
• Manage the delivery of business and service improvements through effective resource, system, and technology management.
• Oversee the contact centre and Brisbane front counter to achieve defined operational outcomes and performance measures.
• Provide coaching, direction, and advice to team leaders and Client Information Officers (CIOs) to help them reach their full potential.
• Research and analyse complex data to provide reports, recommendations, and remedial actions.
• Foster productive relationships with internal and external stakeholders to achieve business objectives.
• Promote inclusion, diversity, and wellbeing in the workplace.

About you

The ideal candidate will have experience managing a call centre or customer service team, strong knowledge of the legal system and court processes, and the ability to deliver trauma-informed services to disadvantaged clients. Excellent communication skills, leadership capabilities, and a commitment to fostering a high-performing, inclusive workplace are essential.

Find out more about the role and how to apply in the attached role description.

What we offer

As a member of the Legal Aid Queensland Community, you will receive:

• A 36.25 hour working week (full time hours)
• Generous salary packaging
• Employer super contributions of 12.75%
• Flexible working hours
• Study leave for approved work-related courses.

Find out more about working in Legal Aid Queensland here: https://www.legalaid.qld.gov.au/About-us/Careers ( https://www.legalaid.qld.gov.au/About-us/Careers )