• Salary range $84,659 - $92,701pa (plus superannuation and leave loading), Clerk Grade 3/4
• Ongoing, Temporary, Full-Time, Part-Time and Casual Roles available
• Parramatta Office (hybrid work arrangements available)

About us

Legal Aid NSW delivers accessible legal services across criminal, family and civil law. We provide advice, court representation, and family dispute resolution through 28 offices and phone-based support, helping people navigate the legal system with confidence and fairness.  

About the role

Provide the first point of contact for customers of LawAccess NSW. To complete inquiries by providing legal information and/or referral to appropriate assistance services.

The LawAccess NSW phone and chat services are open 9.00am to 5.00pm, Monday to Friday. This role will see you commence taking phone calls before potentially progressing to our web chat service. 

Our Information Officers enjoy the flexibility of being able to work most of their time from home as well as coming together onsite as a team to connect on a regular basis.

Click here to hear more about what it is like to work as an Information Officer with LawAccess NSW directly from our staff.

About you

You thrive in a fast-paced, high-pressure environment and can confidently manage competing priorities while delivering exceptional person first customer service. In this role, you’ll handle up to 40 calls a day, so resilience and emotional intelligence are key. Whether you’ve worked in a call centre before or gained experience managing high volumes of work,supporting people in challenging situations, you bring the skills that matter most: empathy, adaptability, and communication. Your excellent oral communication skills and ability to engage with diverse stakeholders, including individuals experiencing mental health challenges, set you apart. Strong research skills help you provide accurate information quickly, and you’re comfortable working under pressure. An understanding of the legal system is desirable but not essential.

This role offers security and flexibility and by joining our team you’ll find a work environment that fits your lifestyle.

WHY YOU SHOULD JOIN LEGAL AID NSW!

We are committed to diversity and inclusion

We are committed to creating a culturally safe and genuinely inclusive organisation and workplace for everyone who works and interacts with us. We strive to be a place where people from diverse backgrounds want to work, where voices and cultures are valued and where people feel valued, welcomed, respected and heard.

We want a workforce that reflects our clients, so we can deliver a service that meets the needs of the community. We welcome applications from people with diverse backgrounds — including Aboriginal and Torres Strait Islander people, people with disability, the LGBTQI+ community, culturally diverse people and other diverse communities. 

We acknowledge, support and accommodate the diverse access needs of people with visible and invisible disabilities.

For application support (including accessing information or require the application in an alternate format) or recruitment adjustments please contact the Talent Acquisition Team at [email protected] or 02 9134 9347.

To learn more about Recruitment and Workplace Adjustments please visit Adjustments for individual needs | I Work for NSW.

Other benefits of working with us

• You will have access to training, development and mentoring opportunities.
• We are an accredited Flex Ready and Carers and Employers certified employer and are recognised as leaders in flexible work. Most of our staff work flexibly — for example, from home some of the time or in a way that helps them balance family and work life
• Find out more at Working at Legal Aid NSW 

The essential requirements for this role

You must:

• be willing to do a Criminal Record Check 
• hold Australian or NZ citizenship, Australian Permanent Residency (for ongoing vacancies) or a valid visa to work in Australia (for temporary vacancies)

Key Knowledge and experience

• 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

How to apply

You must submit your application online. Applications received late or by email, will not be accepted. Please make sure your application is complete, and that you have answered all questions before submitting.

Your application must include:

• your resume (no more than 5 pages)
• cover letter (no more than 2 pages). In your cover letter, please answer the following target questions:

• • Target Question 1: Tell us about a time when you were faced with competing priorities in a high-pressure or challenging situation, either at work or in life, and how you demonstrated resilience and courage to overcome it.
    
    
  • Target Question 2: Describe an experience where you had to make a judgment call in a situation with limited information or unclear guidelines. How did you approach the problem, and what was the outcome?

You must clearly label your responses to each Target Question, for example, by using headings such as Target Question 1 and Target Question 2. Cover Letters that do not clearly label responses may be considered as not having addressed the Target Questions.     

We may use this recruitment to create a talent pool for similar ongoing or temporary vacancies we have over the next 18 months.