Position vacant: Enquiries & Assessment Officer

Monday, 14 November 2022

Position vacant: Enquiries & Assessment Officer

POSITION TYPE: Part-time or full-time positions available
LOCATION: Canberra CBD
REPORTING TO: Professional Standards Manager
KEY RELATIONSHIPS: Professional Standards Manager, Chief Executive Officer


About the ACT Law Society

The Law Society of the ACT is the peak body for solicitors in the ACT, representing the profession, promoting high standards of legal practice for the protection of the public, and championing good law in the ACT.

As part of its role in upholding professional standards, the Society administers complaints and disciplinary processes relating to lawyers under the Legal Profession Act 2006.

Why join us?

  • Work with a respected ACT peak industry body
  • 35-hour full time work week 
  • Opportunities for further training 
  • Employee Assistance Program
  • Annual flu vaccination
  • Additional paid leave days between Christmas and New Year

About the role

The Enquiries & Assessment Officer/s are part of the Professional Standards team. The team receives and assesses enquiries and complaints from both consumers and lawyers about solicitor standards and conduct. The team ensures high quality service is provided to promote consumer confidence in the process and in the profession. 

The Enquiries & Assessment Officer/s are the first point of contact for enquiries about legal professional standards and complaint matters. The role is responsible for providing information about the complaints process and the role of the Society. Working as part of a team, the role handles enquiries, triages, and attempts to resolve more straightforward enquiries and routine matters, and escalates enquiries and complaints within the organisation as required. The role has regular contact with internal and external stakeholders, including other staff members, members of the public, complainants, lawyers, law firms, and external legal advisors.

The role does not provide legal advice. 

Main duties/responsibilities of position

  • Provide a first point of contact with consumers and members of the legal profession for incoming queries received via telephone, electronically, and in writing, to deliver a high quality service and outcomes, and to promote consumer confidence in the ACT legal profession.
  • Provide accurate procedural assistance and information via telephone or in writing to members of the public and lawyers. This may include:
    • attempting to resolve straightforward complaints and routine matters, including providing information about how to resolve an issue with a solicitor in the first instance
    • providing general information about how to make a complaint to the Society and about the role of the Society when dealing with complaints
    • determining the appropriate response to enquiries, triaging matters, and escalating internally as appropriate.
  • Assist a wide range of callers, including individuals who may be distressed.
  • General assistance to members of the Society requiring guidance.
  • Use excellent customer service and communication skills to assist callers with enquiries.
  • Ensure accurate records about enquiries and complaints are entered and maintained in the Society’s Complaint Management System.
  • Provide secretariat support for meetings of the Professional Standards Committee, including arranging meetings, preparing agenda and minutes, preparing information for referral to Committee members for assessment, providing updates on Tribunal and Court decisions, and preparing correspondence arising out of meetings.
  • Maintain up to date information on the Society’s Disciplinary Register.
  • Liaise with external advisors regarding disciplinary matters, as required.
  • Assist in producing papers, reports, and statistics on complaint administration.
  • Other duties as required.

About you

To be successful in the role, you will be confident in building relationships, enjoy working collaboratively as part of a small team, and have proven experience in providing clearly communicated and sound guidance to all stakeholders.

Selection Criteria and capability requirements

  • Relevant experience in a customer service, complaint handling, or regulatory environment.
  • Excellent written and verbal communication skills, including the ability to communicate effectively and sensitively with a wide range of people.
  • Sound analytical and problem solving skills, including an understanding or ability to quickly acquire an understanding of legal practice and regulation.
  • Good organisational and self-management skills with proven ability to work in a pressured environment, prioritise, and meet timeframes.
  • Strong accuracy and attention to detail.
  • High level of integrity and the ability to work with confidential/sensitive material.
  • Proven ability to work collaboratively as part of a small team to resolve issues and achieve outcomes, and to develop better processes and approaches to work.
  • Resilience and a strong commitment to providing service excellence.
  • A high level of computer literacy, particularly with Microsoft Office, and ability to use information technology resources conscious of confidentiality and privacy.

Performance goals

  • Complete administration tasks on time.
  • Communicate with members, complainants, and other stakeholders professionally at all times.
  • Demonstrate initiative by identifying opportunities for complaint process improvements.
  • Contribute to a workplace culture that is consistent with the Society’s vision and objects.
  • Work in a manner consistent with the Society’s policies and procedures.

How to apply

Please submit your cover letter addressed to the CEO, together with a current CV by email to nicole.crossley@actlawsociety.asn.au with “Enquiries & Assessment Officer” in the subject line. Your cover letter should address the requirements set out in the Position Description, how your skills and experience are relevant to the role, and indicate whether you are seeking a part-time or full-time position.

Enquiries about the position can be made to nicole.crossley@actlawsociety.asn.au or by contacting the Society at (02) 6274 0300.

Please note that only shortlisted candidates will be contacted. A police check is required for this role.

Applications close 5pm Wednesday 30 November 2022.

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