Client Services Officer – Caxton Community Legal Centre

Applications close 24 July.

This is a client facing role. The Client Services team is the first point of contact for clients either in person, by phone or through email and webforms. The client services officer triages client needs through a human-rights based approach to determine which legal information, referral or Caxton service they could benefit from. The client services officer provides high quality, trauma-informed intakes including the booking of internal legal or social support appointments subject to capacity and eligibility. The Client Services officer also delivers high quality legal information and referral services to people who contact Caxton.

Key accountabilities

• Provide trauma informed, culturally responsive customer service to all people who contact Caxton, ensuring issues are dealt with respectfully and confidentially;

• Triage each client’s social and legal service needs appropriately and escalate as required;

• Accurately apply Caxton’s Eligibility Criteria and assess client enquiries in a way that meets our obligation to act and make decisions compatibly with human-rights based as a public entity;

• Provide high quality and appropriate legal information and referrals to people who contact Caxton.

• Collect and input data to meet reporting requirements as instructed by the Line Manager;

• Make appointments for clients ensuring high levels of accuracy and collection of all relevant information;

• Effectively and responsively manage incoming electronic enquiries

• Provide ad hoc assistance after hours (eg. Evening Advice Sessions), to backfill Client Services coverage as required (eg. team member on leave);

• Provide general reception and administration duties, including management of incoming and outgoing mail, ensuring the reception area is well presented and resourced;

• Comply with legal risk management processes implemented by the principal lawyers; and

• Complete any other duties as directed by the Line Manager.

Essential requirements

• Demonstrated experience in a customer-facing role, preferably in a Community Services setting;

• Exceptional interpersonal and communication skills, with the ability to deal with vulnerable and/or marginalised members of the community;

• Strong professional boundaries and ability to remain impartial during interactions with clients;

• Excellent time management skills and ability to meet deadlines;

• Ability to ‘think on your feet’ and navigate complex situations and information;

• Work independently and as an effective team member in the absence of specific instruction;

• Ability to multi-task and prioritise key tasks and requests;

• Calm and mature approach to dealing with sensitive and highly confidential information;

• Proficient in computer literacy and major administration software packages such as Microsoft (Outlook, Excel, Word) and SharePoint;

• Proficient in use of Client Management systems and ability to learn new programs; and

• Have an unrestricted working right in Australia for the duration of this appointment to apply.