Role Profile
AO Customer Service Advisor
Working with others to achieve excellence in the delivery of Legal Aid
Case Management
Partnershipw
Purpose
Over 900k pieces of
Over 250k pieces of
to work
or
Crime work dealt with
k
Civil work dealt with
in
To facilitate access to legal aid services for
g
per year
per year
ac
eligible clients.
ros
great place
s
A
Get things right
Ongoing Learning
290k
Mo
first time
and Development
Ambition
applications
J
for staff
for
To use our knowledge, skills and
What
Support
criminal
vulnerable
legal aid
experience to support modernisation and
clients
Support
assessed
Engage with
ensure the services we deliver offer value
Welcome
How
per year
Legal Aid
new ideas
Access to
for money. To invest in our people and
providers
Justice
utilise their experience to inform, influence
Why
and implement every day decision making.
Staf
Assess Legal Aid
Over 170k
fs
Over 122k
Hybrid Working
applications/claims
Culture
Civil
up
calls
To listen and engage with all staff ensuring we
applications
po
answered
granted per
r
always value the ‘caseworker voice’ and that this is
te
year
d a
represented when delivering or influencing change
nd
Pay Legal Aid
orkforce
e
agendas. We will value expertise, including the
ng
Providers fairly
age
expertise of our providers, and create a culture
d
Diverse w
where new ideas are encouraged and appreciated.
Customer Service Advisor Quotes
I have only recently started working at the LAA but I’m
Coming to work for the LAA has
really enjoying it. The job is interest and engaging, and
been the best decision I have
the team is friendly. There is so much help and support
I love my work family on CST.
made, and I am very grateful I
available that I never feel under pressure or
Everyone is so supportive and
was given the opportunity.
overwhelmed. There are also so many opportunities -
always happy to help and support
Everyone here is so friendly and
to learn about different areas of the business or learn
you.
approachable and I now feel
new skills that can help you progress in your career.
happy and content coming to
work.
I enjoy my role as it is varied and gives
I really enjoy the role; it is
I have been here for just over 6 years and don’t
me the ability to try my hand at
challenging but very rewarding.
numerous duties.
know where the time has gone! Sometimes the
I love the team, they are all
By taking part in development
job can be challenging but help is always
lovely & welcoming, always
opportunities/programmes, it has really
available. This could be in the form of technical
helped to boost my self-confidence and
happy to help no matter how
help, finding guidance or just for a chat. I wished
the support available from colleagues is
many times a day I ask a silly
I had started here years earlier.
great. Also, I’m grateful as the LAA is
question!
flexible with my working pattern and
helps to balance my work/personal life.
South Tyneside
LAA Offices
Location
South Tyneside
OF OFFICES
Leeds
Manchester
Leeds
Liverpool
Manchester
Liverpool
Nottingham
Birmingham
Nottingham
Cambridge
Cardiff
Birmingham
Bristol
London
Cambridge
Brighton
Cardiff
London
Bristol
Brighton
Job Role
The customer service advisor role provides high levels of service by answering incoming calls, dealing with
queries, and providing first time resolution. The role can include the following:
• Receiving inbound calls from providers of legal aid, members of the public and other customers with
regards to Legal Aid. Providing advice and support over the telephone, by email or in written form whilst
communicating clearly and effectively! Working to reduce the volumes of contact by educating providers
regarding their submissions.
• Documenting all calls accurately using appropriate methods and by feeding into our customer service
analysis tools you can ensure colleagues working in all areas of the organisation are kept informed of
feedback from customers, actively promoting continuous improvement.
• Applying standards consistently in order to meet personal productivity and quality targets. Working
cooperatively and flexibly, ensuring the customer service telephones lines are adequately staffed at all
times by organising and prioritising your own workload to maintain service level agreements.
Job Role
Being a customer service advisor within the LAA is an
interesting and varied role, where you can make a real
difference. You’ll work alongside the case management teams
who process the different aspects of legal aid, ensuring access
to justice, and that legal aid providers are paid fairly.
The role requires regular interaction with Solicitors, legal aid
applicants and colleagues across the LAA and MoJ. As well as
liaising with other government departments such as DWP and
HMCTS.
Benefits
Saving
Rewarding
Learning &
Flexible
Staff
Leave
Volunteering
Money
Great Work
Development
Working
Wellbeing
➤ Season ticket
➤ ‘One-off’
➤ Mentoring
➤ Flexi-time
➤ Employee
➤ Minimum of 25
➤ Volunteering
loans
exceptional
➤ Apprenticeships
➤ Job sharing
assistance
days annual leave,
leave (taken
➤ Cycle to work
contribution awards
➤ Development
➤ Hybrid working
programme
rising to 30 days
throughout the
loans
➤ Royal garden
programmes
(office & home)
➤ Workplace
after 5 years of
year within the
➤ Gym membership
parties
➤ Lunch and learns
adjustments
service
working week)
➤ Eye care vouchers
➤ Team awards
➤ Secondments
➤ Occupational
➤ Disability leave
➤ Reserve forces
➤ Employee
➤ Sustained
health
➤ Special leave
training
discounts, cashbacks
excellent
➤ Staff networks
➤ Buy or sell leave
➤ Volunteer
and free gifts
contribution awards
➤ Support for carers
➤ Career break
independently or
➤ Civil Service
➤ Discounts on
with colleagues
Pension
sports and leisure
➤ Salary advances
Timeline
OF RECRUITMENT
Interviews will be held.
These may be online or
Once pre-employment
in person. For online
checks are completed
interviews candidates
your new manager will
will be sent instructions
be in touch to agree start
Advert live
Panels sift applications
with a link to dial in.
dates
Week 0
Week 3
Week 6
Weeks 10-14*
Week 2
Week 5
Week 8
Weeks 12-20*
Closing date
Successful candidates
Start dates for
Candidates informed of
invited to interview.
employment
outcome of interview.
Slots for the interview
Pre-employment checks
will be made available
commence (these take
for candidates to book
up to 25 working days)
* Dates are dependant on security
checks and notice periods
Myth Buster
Dress Code
Annual leave
Legal experience
Office experience
We don’t have a formal dress
Got a holiday planned? Any
You don’t need to have any
No office experience? No
code at the LAA - it’s casual all
holiday or leave you already
experience of the law or how
problem! We’ll provide all the
the way. You’ll only need
have booked will be honoured
the court system works.
training you need to succeed.
business dress when attending
and be taken as annual leave.
external meetings.
Flexible Working
Hybrid working
Qualifications
Interviews
Flexible working is part of the
Alongside flexible working
You don’t need any legal
Our interview process is
norm at the LAA. We offer full
hours, hybrid working is a big
qualifications or degree to
relaxed and friendly. You will
time, part time and compressed
part of how the LAA operates.
work within the LAA. Simply
be asked questions about your
hours, giving you a real choice in
You’ll need to spend a
make sure you can evidence
skills and strengths.
how you work. Flexi time lets you
percentage of your working
the skills highlighted in the
Don’t worry, you will have the
vary your start and finish times;
week in an LAA office - but if
essential criteria of the job
opportunity to ask us
adjust your lunch breaks; and
you prefer being in the office
description.
questions too!
even take time off when you’ve
more often, that’s absolutely
built up extra hours - within the
fine too.
limits of the scheme. We don’t
operate core hours however
employees are able to work
between 7am - 7pm once signed
off from training.