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Legal Information Group Team Leader - Clerk Grade 5/6 - Lawaccess - Parramatta - Ongoing

Legal Aid Commission, Office of the - Far Meadow, NSW

Education, Childcare & Training
Source: uWorkin



Legal Aid NSW is the largest legal aid agency in Australia, comprising of a Central Sydney office and 25 regional offices in metropolitan and regional centres across NSW and a number of specialist services and advice clinics. Working at Legal Aid NSW provides the opportunity to support people with disabilities, people from culturally and linguistically diverse backgrounds, women and children, Indigenous people and people with mental illness who may experience difficulties when enforcing and defending their rights.

Working in partnership with private lawyers, Legal Aid NSW provides free legal advice, information and minor assistance and legal representation to eligible people in many areas of law. Legal Aid NSW also provides alternative dispute resolution services, community legal education programs, and publications on legal issues. The core business hours of LawAccess NSW are 9:00 am to 5:00pm, Monday to Friday.


Reporting to the Contact Centre Manager, the Legal Information Group - Operations Leader responsibilities include:

• Ensure that Legal Information Group is adequately resourced to achieve targets and service levels through planning, rostering and real time management of resources. 
• Initiate and drive continuous improvement of rostering process through data analyses and reporting to Contact Centre Manager and other service groups. 
• Review and manage contact across all the channels to identify issues, gaps and highlight impact and solutions to resolve.
• Develop targeted analysis of current service provisions and performance ensuring that suggestions for process improvement/service delivery are linked to both optimised scheduling, planning and staff engagement. Prepare reports and recommend solutions for implementation to Contact Centre Manager.
• Create integrated database tracking tools for staffing shrinkage patterns to optimise resourcing forecasts.
• Inform and monitor attendance and scheduling of training and adhoc activities both formal and informal to ensure required service levels are maintained consistently, whilst enabling an environment of continuous improvement, including emergency staffing and leave coverage.


To be successful in this role you will have experience in a similar role, ideally in a contact centre environment. Functional understanding of workforce planning principles and systems – budgeting, forecasting, scheduling, attendance, and workforce analytics (Genesys Workforce Management System experience preferred). An analytical approach to problem solving with initiative and a real can-do attitude. A strong customer focus and a real desire to provide high quality service to internal and external customers. Understanding of the legal system and the legal issues confronted by customers. Excellent interpersonal, including verbal communication and negotiation skills. You will have forecasting and planning experience, with strong capacity management and operations background, preferably in a high-demand production environment is desirable. You will be able to work to a schedule / roster in line with LawAccess NSW contact centre’s performance standards.


• Willingness to undertake a Criminal Record Check and/or working with Children Check

• Hold Australian or NZ citizenship, or be an Australian Permanent Resident


Applications MUST be submitted online through www.iworkfor.nsw.gov.au to be considered. No late applications will be accepted.

Applicants should read the Role Description and consider the Focus Capabilities and Key Accountabilities when preparing their resume and cover letter.

Applicants are requested to attach:

• current resume / curriculum vitae (CV) (maximum 5 pages)

• cover letter (maximum 2 pages) responding to the following two questions:

1. How does your work experience and skill set help you in regard to this position? What was the biggest challenge you’ve faced in the last job? What was the outcome, and how did you resolve the problem?

2. Describe a time when you measured effectiveness of a strategic plan. What actions did you take and what was the outcome?

The selection process will include a range of comparative assessment techniques to assist in determining capability and suitability for the role.

This recruitment will be used to fill any current vacancies and may be used to create a Talent Pool for similar temporary or ongoing future vacancies that may arise over the next 18 months.


Legal Aid NSW welcomes applicants from diverse backgrounds, including people with disability, Aboriginal and Torres Strait Islander people, the LGBTI community, culturally diverse people and other diverse communities.

Legal Aid NSW provides dignified access to accommodate the diverse needs of our community. We acknowledge and support the access needs of people with visible and invisible disabilities, as such all of our offices are accessible.

If you require a reasonable adjustment in order to participate in the recruitment process, or you are looking for general information about our reasonable adjustment process, please contact our team via email, and advise your preferred method of communication: [email protected].


• Ongoing Opportunity at 35HPW
• Enquiries: Jaslin Sandhu on (02) 8833 3160 or [email protected]
Applying for a Role
Working at Legal Aid NSW

To ensure recruitment at Legal Aid NSW continues without interruption during the COVID-19 pandemic, virtual methods may be used for interviews and assessments. This may include interviews conducted by video, telephone interviewing, Microsoft Teams meetings and online assessments.

Far Meadow, NSW

Education, Childcare & Training


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