Your key responsibilities

• Assist in the management of the Client Services Team to achieve business objectives through the development, implementation, and continuous improvement of operational processes.
• Act as the first point of escalation for the Client Services Team, providing advice and assistance when responding to client and stakeholder requests and enquiries by providing prompt, competent, consistent, and courteous service via telephone and email.
• Provide supervision and support to staff ordering and distributing of court audio and transcripts, ensuring a high level of customer service and support to both internal and external stakeholders, including judiciary, legal practitioners, members of the public and other courts' users and transcript providers.
• Assist in queue management activities in relation to customer facing operations in online and phone based channels.
• Provide training and support to the Client Services Team as required, with the inclusion of coaching and development for systems and legislation.
• Accurately enter and extract information from records systems and computerised databases for reporting purposes.
• Ensure relevant legislation, policies and procedures applicable to the Client Services Team are followed to allow for the delivery of quality services to relevant clients and stakeholders.
• Undertake other tasks as directed.

Applications to remain current for 12 months.
Job Ad Reference: QLD/636323/25
Closing Date: Monday, 26 May 2025