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!