*Responsibilities* As a member of the frontline team at the MinLaw Services Centre, you will assess applicants’ financial circumstances to determine their eligibility for legal assistance, including civil legal aid and criminal defence aid. This role requires empathy, discretion, and strong interpersonal skills when engaging with individuals facing challenging life circumstances. In addition to case assessments, you will support a range of customer service functions such as managing callback requests, responding to live chat enquiries, and assisting with backend processing. You may also contribute to projects that enhance service delivery and operational efficiency.

*Key Competencies* • Manage cases end-to-end, ensuring timely, accurate, and citizen-centric service • Uphold service standards through quality assurance checks and feedback mechanisms • Develop and implement service-related policies aligned with organisational goals • Drive service improvements through project participation and inter-team collaboration • Leverage systems and digital tools to support streamlined operations and data accuracy • Contribute to the development and refinement of Standard Operating Procedures (SOPs) *Personal Traits / Work Experience* • Strong communication and interpersonal skills with a high level of empathy • Comfortable engaging with members of the public from diverse backgrounds • Resourceful and analytical, with sound judgment in problem-solving • Adaptable and able to manage multiple priorities in a dynamic environment • Team-oriented with a proactive and collaborative work ethic • Prior experience in frontline service, case handling, or project work is advantageous • Familiarity with system-based workflows, CRM tools, or AI applications will be a plus • Competent in Microsoft Office and comfortable with technology-enabled processes • Fluent in English; proficiency in a second language or dialect is beneficial Successful candidates will be offered a 1-year contract, in the first instance.

In Singapore, having the rule of law and advancing people’s access to justice are not just lofty ideals but the backbone of a functioning and a progressive society. At the Ministry of Law, not only do we contribute to developing the legal frameworks and policies that uphold our way of life, but also to providing community legal services that Singaporeans benefit from. The key policies we oversee include Singapore’s legal and intellectual property infrastructure, the civil and criminal justice systems as well as land resources. Our officers are experts from different fields, and enjoy an excellent and challenging career in a fast-paced environment with plenty of opportunity to grow. If you share our vision of shaping the future of Singapore, you will definitely fit right in here at MinLaw.