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Legal Aid Agency

Legal Aid Agency
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We help the most vulnerable people in society to get access to legal representation

Where: Across England and Wales.

What do we do?

We provide simple, timely and reliable access to legal aid for some of our most vulnerable citizens and we ensure that the way this is managed secures value for money for the taxpayer. We do this by building strong relationships across the justice system, working with others to achieve excellence in the delivery of legal aid. 

Who are we looking for?

For each role we advertise, we look for employees that can demonstrate the strengths, behaviours, technical ability and relevant experience we value as a high-performing and diverse organisation.

Watch Jane Harbottle, CEO of Legal Aid Agency, talk about working in the team.

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Roles associated with legal aid

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Case study

Kane Carlile
EO Team Supervisor, Liverpool

My name is Kane Carlile. I joined the Civil Service in May 2022, starting as an AO Caseworker. In June 2023 I was successful in securing an EO Supervisor role.

I realised being a Supervisor would be a good fit after I took on an informal mentoring role for a group of new starters on my team. I greatly enjoyed helping them and it was at this point I realised a people orientated role would suit me. The main motivation I have for this role is helping the team to succeed in the workplace, seeing them grow and develop both as employees, but also as people.

I had no previous experience of people management but now see and hope this is an area that I can develop into a career. This role requires you to develop high levels of emotional intelligence, as everyone I am responsible for requires a different approach to different topics from performance appraisals to managing change.

I believe the LAA is a workplace like no other. Excluding the many benefits of the civil service such as hybrid working and flexible working, the general work culture of the LAA is better than anything I have experienced. The LAA encourages conversations around wellbeing, helping to promote a positive work-life balance, this helps people feel like they are cared for by their employer. My team has an excellent team cohesion, with everybody getting along always pulling together through challenging times.

To anyone considering applying in the LAA is that you will not regret your decision, I haven’t. It is by far one of the best departments I’ve worked for across the wider civil service. Always push yourself out of your comfort zone, I saw this as an opportunity to develop and grow myself as a person both at work and in my personal life and I haven’t looked back.

Case study

Lucy Storey
AO Call Handler, South Tyneside

I have worked at the Legal Aid Agency since May 2023 joining as an AO Call Handler. Coming from a Legal background I worked in a Private Law Firm for 2 years after finishing my Law Degree.

Working as a call handler within the customer services team (CST) is very rewarding. Speaking directly with clients and providers really shows how the work of the LAA impacts people’s lives, helping them receive the Legal representation they need. This is why I applied for the role, being able to help solve clients issues is very rewarding and motivating.

I did have previous experience in customer service however, when starting at the LAA I received extensive training that allowed me to develop my communication skills as some of the calls we get can be challenging, the support and training that is provided enables me to deal with these calls from throughout.

Working for the LAA is very rewarding not just the work that we do but we also receive a lot of benefits such as being able to work from home and flexible working. Since starting as a call handler on CST, everyone has been very welcoming, friendly, and approachable. The opportunities to develop are actively promoted. Additional development opportunities and training is delivered regularly, you can process other work and shadow departments across the organisation to enhance your knowledge further.

Joining the LAA has been the best career decision I have made, due to the rewarding nature and benefits within the role. Anyone who is thinking of applying for a call handler role within the Legal Aid Agency definitely should!

Case study

Safina Nadeem
HEO Team manager, Birmingham

Hi, my name is Safina Nadeem, and I have been a Team Manager for the Legal Aid Agency for around 6 years now. I achieved my education in Business Management and took a different educational path, one where I was studying whilst working.

I never expected to find myself working for the Civil Service however I stumbled upon an opportunity shortly after I had my youngest child through a family members recommendation. I was looking for a change in career at the time and that’s how I found myself becoming a part of the Crime Customer Services Team at the Legal Aid Agency, this was one of the best decisions I made. Not only do I enjoy my role thoroughly I work with a great group of people who motivate me to be the best version of myself. I thrive off their positive energy and find that I am given ample opportunity to not only develop myself but also the people I work with.

Although I had come from a people management background, I did find myself developing more skills including continuous improvement and the tools used, investigations training, as well as being given time to polish my analysing data and experience skills too.

Being part of the Legal Aid Agency is like being a part of a huge family, it is one of the reasons I have found myself staying. There are ample benefits including working from home as well as in our brand-new office space. Having the opportunity to have flexible working hours and an excellent pension scheme are all great things when you are a mother of a young child like myself, such benefits have given me a fantastic work life balance and allows me to work effectively whilst also being a dedicated parent.

One of my key pieces of advice is when you find a position you'd like to apply for, don't start filling in the application form straight away, take some time to prepare as this will make all the difference to the outcome and don’t forget “focus on what you can do, not what you can’t. Small steps turn into miles.”