Client Care Specialist

Law Partners Personal Injury Lawyers; Sydney; Hybrid; AUD 65,000 - 95,000; Full time

Benefits offered by this job

Brand New Sydney CBD office

Hybrid work model (3 days in, 2 days L

Wellbeing days

Birthday day off

Job summary

Law Partners Personal Injury Lawyers in Sydney CBD is seeking a Client Care Specialist to join our high-performing Client Care team. This role is not a traditional call centre; you will engage with prospective clients over the phone, respond to live chats, and support intake with a focus on exceptional client experience.

You will work cross-functionally with our legal teams, handling administrative tasks with accuracy while maintaining empathy and professionalism in a fast-paced environment.

Qualifications

• Strong communication and interpersonal skills with the ability to build rapport quickly.
• Empathy, active listening and the ability to reassure clients.
• Comfort using multiple systems and managing competing priorities.

Responsibilities

• Be the first point of contact for prospective clients via phone and live chat.
• Respond to client enquiries promptly and professionally.
• Perform administrative tasks to support client intake.
• Build trust and guide clients through the next steps with care.
• Collaborate with legal teams to ensure a smooth client experience.

Skills

Excellent communication

Empathy

Organisational skills

Multi-tasking

Systems familiarity

Job description

Every conversation has the power to change someone’s life.

At Law Partners, every client journey begins with a conversation—and that first interaction matters.

Due to growth we are looking for experienced customer service professional to join our high-performing Client Care team in our modern Sydney CBD office. If you enjoy helping people, thrive in a fast-paced environment, and take pride in delivering exceptional service, this could be the perfect opportunity.

This is not a traditional call centre role. While speaking with clients over the phone is an important part of the position, your day is much more varied. You’ll spend your time having meaningful conversations with prospective clients, responding to live chat enquiries, completing administrative tasks, and working closely with our legal teams to deliver an exceptional client experience.

Many of the people you’ll speak with have recently experienced an injury or life-changing event. Your ability to listen with empathy, communicate with confidence, and make people feel heard can have a genuine impact on whether they receive the support they need.

About the role

As a Client Care Specialist, you’ll be the first point of contact for people seeking legal assistance following an injury or accident.

Your responsibilities will include:

• Speaking with prospective clients over the phone and providing exceptional customer service
• Responding to client enquiries via live chat and other communication channels
• Completing a variety of administrative tasks to support the client intake process
• Building trust and rapport from the very first interaction
• Listening carefully to understand each client’s circumstances and needs
• Gathering accurate information while maintaining exceptional attention to detail
• Providing reassurance and guiding clients through the next steps
• Working closely with our legal teams to ensure a seamless client experience
• Delivering every interaction with empathy, professionalism and care

About you

You’re not just looking for people with call centre experience —we’re looking for people who genuinely enjoy helping others and delivering outstanding customer service.

Whether you’ve worked in retail, hospitality, healthcare, banking, travel, insurance, professional services, reception or another customer service role, we’d love to hear from you.

You’ll also bring:

• Excellent communication and interpersonal skills
• Confidence speaking with people from all walks of life
• The ability to build rapport quickly and build trust
• Strong organisational skills and attention to detail
• The ability to balance phone-based customer service, administration and live chat enquiries
• Confidence using multiple systems and managing competing priorities
• Emotional intelligence, resilience and the ability to remain calm under pressure
• A proactive attitude with strong ownership and follow-through

The ability to speak a second language will be highly regarded, as we support clients from a wide range of cultural and linguistic backgrounds.

Why join Law Partners?

Law Partners is Australia’s largest specialist personal injury law firm, helping thousands of Australians every year get the compensation they deserve.

We believe our people are our greatest asset and are committed to creating an environment where you can build a rewarding long-term career.

We offer:

• Brand New, modern, state-of-the-art Sydney CBD office
• Our own in-house café with professional baristas
• Structured onboarding, training, coaching and ongoing professional development
• Genuine career progression opportunities within a growing national firm
• Hybrid work flexibility (3 days in office, 2 days at home) once established in the role
• A supportive, collaborative and welcoming team culture
• Regular team and firm-wide social events
• Employee wellbeing initiatives and recognition programs
• Paid parental leave
• Two paid wellbeing days each year
• Discounted gym membership
• A paid birthday day off