Join to apply for the Lawyer / Enquiries Manager role at Department of Justice QLD
As the Enquiries Manager and senior lawyer in the Enquiries and Complaints Team (ECT) at the Legal Services Commission you will be responsible for managing all enquiries received by the Commission.
Enquirers can include members of the public, the legal profession, co-regulators and other agencies and can be about making a complaint, and a variety of other enquiries about the jurisdiction and other functions of the Commission.
Reporting to the ECT Team Leader, you will manage and lead the team members responsible for handling enquiries.
As a senior lawyer with the Commission's ECT, you will report to the Team Leader ECT and assist in the performance of the Commission's functions under the Legal Profession Act ****.
Your principal responsibility as Enquiries Manager will be to effectively manage all enquiries received by the Commission, including those from members of the public and the profession about making a complaint or other inquiries about the jurisdiction and other functions of the Commission.
The role will also involve assessment of complaints and other information received by the Commission to determine if further action should be recommended, and providing timely and considered advice about whether complaints should be referred for further investigation.
Responsibilities
Provide effective leadership to staff to ensure they are suitably skilled, engaged and motivated to undertake their responsibilities, achieving performance targets.
Deliver customer services through a variety of communication channels (including phone, online and face-to-face) to enable customers to complete their enquiries efficiently and effectively.
Assist the Team Leader in the review of complaints and other material as required.
Promote a culture of excellence while contributing to the Commission's commitment to continuous improvement.
Ensure all policies, procedures, and work instructions necessary for the operation of the enquiries functions are developed, implemented, and monitored on a continual basis.
Provide input into performance measures and targets and monitor and report on the achievement of performance against the targets.
Communicate effectively with and manage the expectations and demands of a wide range of internal and external clients ranging from senior members of the legal profession to clients and the public who may have a limited understanding of the legal system and processes.
Negotiate resolutions, assess complaints about the conduct of lawyers, law practice employees and unlawful operators, and recommend what action, if any, the Commissioner should take on those complaints.
Ensure all matters are progressively reviewed throughout the relevant processes to ensure compliance with statutory obligations and service delivery standards.
Assisting other teams of the Commission when operationally required.
Recommending improvements to the Commission's policies, procedures, work practices and management systems to enable the Commission to maintain high standards of service and continually improve its standards of service.
Contributing to the Commission's project, research, policy and educational activities.
You
Will be admitted as an Australian lawyer and be eligible to obtain a practising certificate as a legal practitioner in Queensland.
Will abide by the Australian Solicitor Conduct Rules (as amended from time to time) and display high standards of professional ethical conduct at all times.
Might be responsible for statutory delegations on behalf of the Commissioner from time to time.
Applications remain current for 12 months.
Job Ad Reference: QLD/*********
Closing Date: Friday, 9th January ****
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Legal
Base pay range
$133,******/yr - $143,******/yr
Location: Brisbane, Queensland, Australia
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