Peer Coach

vor 2 Wochen

Brisbane, Österreich The State Of Queensland Vollzeit

This is an outstanding opportunity for an experienced customer service professional with a strong sense of social justice, an interest in the law and assisting disadvantaged Queenslanders. As a Peer Coach, you will take on a challenging and rewarding role to support the delivery of high-quality services to clients by providing job coaching to Client Information Officers in the contact (call) centre. Client Information Officers 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. They also assess whether people need further legal help and can organise for them to be booked in for legal advice with a lawyer.The successful candidate will play an integral role in the following:Provide feedback, coaching and support to Client Information Officers to develop the skills and knowledge needed to ensure clients receive consistent information and access to services.Provide guidance to Client Information Officers on technical systems, information database content and protocols for dealing with clients.Provide Client Information Officers with on-the-job coaching to assist them to reach and maintain the required level of competence and quality.Prepare lesson plans, training content and materials, schedule training and organise presenters.Provide customer service in the contact (call) centre in peak periods to support the delivery of client services.Provide support to the Team Leaders as required to ensure coverage of operational hours.You will have:Experience in a call centre or customer service environment and model a high standard of customer service. Sound knowledge of the legal system and court processes and act professionally within the boundaries of organisational processes.The ability to assess training needs, and develop and deliver training programs. Contribute to the professional development of others including providing clear guidance, constructive feedback and coaching.Resilience, flexibility and adaptability in meeting changing work requirements. Ability to work independently, plan ahead and monitor task progress to ensure deadlines are met.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, please submit your resume and a cover letter (max 2 pages) about why you are suitable and what you can bring to the role. Apply now for your chance to make a positive impact and work for a supportive organisation that makes a difference.Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
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