Gordon Legal provides legal advice and assistance across a wide spectrum of legal needs, with a strong commitment to social justice.
We are seeking a dedicated Client Intake Team Leader to manage new client enquiries across diverse practice areas, including personal injury, class actions, family, criminal, commercial, and employment law. In this role, you'll collaborate with senior lawyers to streamline the intake process, ensuring each enquiry receives exceptional attention and overseeing casual intake staff.
This permanent role, based in our Melbourne office, is available full-time or part-time and offers a unique opportunity to build a versatile legal skill set. Ideal candidates have a background in the legal sector, experience in similar roles, or a strong interest in the legal field. This position is also suited to lawyers seeking flexible, varied work without ongoing file management.
As a newly created role in our progressive environment, this is an opportunity to shape and define the position to make it uniquely your own.
Job tasks and responsibilities Oversee staff in the client intake team. Responsible for dealing with all new client enquiries, generally through inbound calls, or responses to enquiries through our website. Using HubSpot CRM to effectively manage all new client enquiries, and recommend workflows, automation and follow ups to deliver a great client experience in an efficient and streamlined manner.Delivery of clear, concise accounts of enquiries to senior lawyers, including gather facts, documents, and evidence from callers as required.Conduct internal follows ups to ensure that all new client enquiries are responded to within agreed timeframes.Identifying opportunities to improve client experience to improve conversion rates, analysing trends in enquiries and file openings and identifying possible new opportunities for the firm to expand their legal offering.Booking of appointments with lawyers for new clients where appropriate.Designing and writing self help material and other content.Skills and experience Experience working in or managing a call centre, or as a lawyer in a client facing role (experience in personal injury law is an advantage).High level of professionalism and exceptional client service skills and ability to handle sensitive/confidential information with appropriate care.Ability to communicate with a diverse range of clients, displaying compassion and empathy.Excellent interpersonal, organisational, planning, verbal, and written communication skills.Ability to work independently, organise and prioritise workload, and adapt to changing priorities.Ability to follow written and verbal instructions.Technology-savvy and able to work within CRM software and Microsoft Office applications.Why Gordon Legal? When you join Gordon Legal, you become a part of a progressive, hardworking, and passionate team renowned for making a positive impact through meaningful, memorable work.
We are always seeking lawyers and support staff willing to take daring strides and truly own their work to change lives.
If you want to join an innovative firm and engage in meaningful work that allows you to fulfil your professional purpose, Click 'Apply' and include your Cover letter and CV.
#J-18808-Ljbffr