Work Type: Ongoing - Full-time
Salary: $66,772 - $81,080
Grade: WVR 2.2
Occupation: Customer service
Location: Melbourne - CBD and Inner Metro suburbs
Reference: VG/VLA/LPCJLH/1929758
About the role
Legal Help has an exciting new opportunity to join our growing Client Intake and Information team as an Intake Officer. We are seeking highly motivated individuals to help us providing responsive, high-quality assistance to our clients.
The role provides a welcoming entry point to Legal Help via phone, webchat or in person. Using your client service skills, you will considerately diagnose legal issues and provide information on a wide range of legal matters. You may refer clients to an Intake Specialist or qualified lawyer for more detailed legal information or advice, or to other nonlegal services depending on their situation. You will also contribute to continuously improving our ways of working as our service model evolves.
It is important to note that this role involves supporting clients with varied lived experiences, some of whom may be facing distressing or high-risk situations. The role requires strong emotional resilience, the ability to maintain composure in challenging interactions, and the capacity to deliver clear, empathetic guidance using trauma-aware communication principles.
Our team strongly values diversity. Whether you are currently undertaking legal studies, have worked in complex helplines or in client services, this is a great opportunity to be part of a unique team that provides vital support to the Victorian community.
This role is based at our Melbourne CBD office on Wurundjeri Country.
About you
As our ideal candidate, you will:
It will also be highly regarded if you have:
Don't meet every requirement? At VLA, we understand that your work and life experiences can be just as valuable. If your CV doesn't align perfectly with our job description, we strongly encourage you to apply. You may be just the right candidate.
About VLA
We offer legal representation, family dispute resolution and non-legal advocacy to those who need it most. With over 1400 staff employed in 16 offices across Victoria, we help people with their legal problems by providing information, advice and education with a focus on the prevention and early resolution of legal problems.
Our clients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds and foster a work culture that's inclusive as well as diverse. Your unique ideas and perspectives are valued so that we best represent the people we serve.
Employee benefits
How to apply
To be considered for this role, please submit your current resume and a short cover letter outlining:
If you require adjustments to the recruitment and selection process or need an alternative format to any of the application material, please don't hesitate to get in touch with our team.
For further information, please review the attached position description or contact Lauren Rolfo, Recruitment and Retention Consultant at [email protected].
No agency applications will be accepted.
Applications close by 11.59pm on Tuesday 23 June 2026.
Other relevant information
It is a requirement that staff attend for office-based days at their primary work location. In line with this requirement, interstate applications will be considered only where the candidate is able and willing to relocate to Victoria, unless part of a border community.
VLA is committed to putting the safety and wellbeing of children first.