Client Concierge

Better Lawyers Group; Toowoomba Regional; On-site; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Two paid mental health days

VT trauma mitigation program

Barista coffees daily

Dedicated Reset Room

Professional development opportunities

Staff wellness facilities

Group events and networking

Two game tickets per year

Career development opportunities

Collaborative two-brand environment

Positive, supportive team culture

Job summary

Donaldson Law, acquired by the Better Lawyers Group, is seeking an experienced Client Concierge to own the client experience across historic abuse and personal injury matters. You will be the primary contact, guiding clients from initial enquiry through mediation, coordinating documentation, appointments, and complex case steps with care and empathy.

The role emphasizes building trust with clients who have experienced trauma, requiring exceptional communication, organization, and proactive

Qualifications

• Experience with trauma-informed client interactions is preferred.
• Ability to manage multiple matters and coordinate complex processes.
• Excellent verbal and written communication with clients and professionals.

Responsibilities

• Manage new client inquiries and initial intake with prospective clients.
• Act as primary point of contact for clients throughout their matter.
• Coordinate onboarding, including costs agreements and initial documentation.
• Prepare authority packs and coordinate execution with clients.
• Arrange identification requirements and obtain records.
• Coordinate IMEs and other assessments, including bookings and reminders.
• Schedule client appointments with lawyers for statements and conferences.
• Coordinate mediation arrangements and client travel as needed.
• Attend mediations alongside the lawyer and support the client.
• Draft briefs to IMEs, Counsel, and Mediators; assist with disclosures and court filings.
• Maintain internal matter information and reporting; ensure compliance.

Skills

Client care

Communication

Organization

Empathy

Proactivity

Job description

Donaldson Lawis Australia’s leading trauma-informed boutique personal injuries law firm, specialising in historic child abuse claims, elite athlete claims and ADF claims. Established by award-winning lawyer, Adair Donaldson, Donaldson Law has set the gold-standard in providing trauma-informed legal services to some of Australia’s most-vulnerable people since commencing operation in 2016. Donaldson Law understands that clients who have suffered trauma need more than just a day in Court and a financial settlement; they need an outcome that is meaningful to them. Donaldson Law was acquired by the Better Lawyers Group as a founding brand in July 2024.

The Better Lawyers Group offers a home for innovative law firms and lawyers who strive to push beyond outdated practices and redefine what’s possible in the legal profession. By drawing on the shared expertise and resources of the members of the Better Lawyers Group, our firms provide a consistently excellent (‘better’, if you will) experience for clients, across all legal disciplines.

Founded by award-winning business lawyer, Peta Gray, in July 2024, the firms within the Better Lawyers Group all share the same ethos of striving for continuous improvement and a shared passion for redefining what’s possible in the legal profession throughout Australia. Better Lawyers Group is committed to making a positive impact on both client and staff experiences, championing modern, innovative practices, and fostering an outcome-focussed culture amongst staff.

There are two Foundation Firms currently operating under the Better Lawyers Group - Donaldson Law and Enterprise Legal.

The Role

This is not a junior administration position. It is also not a traditional Legal Assistant or Paralegal role, and it is not a role where you will spend your day sitting behind the scenes processing paperwork.

At Donaldson Law and BLG, we pride ourselves on being early adopters and challenging the traditional law firm model. So, we’ve created a role we genuinely haven’t seen anywhere else in the personal injury legal space.

Your job isn’t to support the lawyers from behind the scenes. Your job is to own the client experience.

Welcome to the Client Concierge.

You will be the primary point of contact for our clients throughout their matter. As a Client Concierge, your role is to make sure the experience our clients have along the way is every bit as exceptional as the legal service they receive.

From the very first time someone contacts Donaldson Law, you will begin building a relationship with them. You’ll take their initial enquiry, understand why they have come to us and coordinate their first appointment with one of our lawyers.

If they become a client, you’ll remain a familiar and trusted point of contact throughout their entire journey with us.

You’ll help them understand what happens next. You’ll make sure their paperwork is signed and returned. You’ll coordinate appointments, arrange independent medical examinations and obtain records. You’ll make sure they know where they need to be, when they need to be there and what they need to do along the way.

When their matter progresses to mediation, you’ll help coordinate the day — including travel and other arrangements where required.

And when mediation day arrives, you’ll be there too.

You’ll attend mediations alongside the lawyer and stay with the client throughout the day. By that point, you may have been speaking with them for months — perhaps even years. You’ll know them. They’ll know you. And in what can be one of the most significant and emotional days of their matter, that existing relationship matters.

For many of our clients, their Client Concierge will be the person at Donaldson Law they speak with most often.

That means this isn’t simply a coordination role. You will become an important part of each client’s experience of Donaldson Law — the person who keeps things moving, keeps them informed and makes sure they never feel like just another file.

We don’t underestimate the importance of that responsibility — and neither should you.

What You'll Be Doing

You’ll work closely with our lawyers and have responsibility for coordinating the practical progression of matters and the client experience that sits around them.

• managing new client enquiries, including speaking directly with prospective clients, undertaking initial intake and coordinating appointments with our lawyers;
• acting as a primary point of contact for clients throughout their matter;
• coordinating the client onboarding process, including Costs Agreements and initial matter documentation;
• preparing authority packs, coordinating execution with clients and ensuring required authorities are correctly completed;
• arranging identification requirements and certification;
• requesting and obtaining medical, institutional and other relevant records;
• coordinating Independent Medical Examinations (IMEs) and other required assessments, including bookings, client confirmations, reminders and post-appointment follow-up;
• booking client appointments with lawyers for statements, conferences and other matter requirements;
• coordinating mediation arrangements, including confirming dates and appointments and assisting with client travel and other practical requirements;
• attending mediations alongside the lawyer and supporting the client throughout the day;
• preparing briefs to IMEs, Counsel and Mediators;
• assisting with disclosure;
• undertaking Court filings;
• maintaining internal matter information and reporting;
• completing required file reviews and compliance processes; and
• assisting with post-settlement procedures.

There is certainly administration involved in this position, but administration is not the purpose of this role.

The purpose is to know your clients, know your matters and make sure that the hundreds of practical steps required to move a matter forward actually happen.

The Person We Are Looking For

This role requires someone experienced, capable and exceptionally good with people.

Our clients have usually experienced significant trauma. Building trust requires empathy, patience and an ability to communicate with people in a way that makes them feel comfortable and respected, without losing the organisation, professionalism and attention to detail required to progress their legal matter.

We are looking for someone who is:

• warm and approachable – clients should feel comfortable picking up the phone and speaking with you;
• empathetic – you understand that the person on the other end of the phone may be discussing extraordinarily difficult experiences;
• highly organised – you know what's happening across all matters and what needs to happen next;
• proactive – you don't wait until something becomes urgent before dealing with it;
• an exceptional communicator – both with clients and the professionals and organisations involved in their matters;
• detail-oriented – you understand that seemingly small administrative details can have significant consequences;
• calm under pressure – particularly when clients need reassurance or multiple matters reach important stages at once;
• comfortable taking ownership – if something falls within your area, you see it through; and
• a team player – you understand that exceptional client outcomes come from legal and non-legal professionals working together.

Most importantly, we want someone who takes pride in being the person who knows what is going on.

Experience

We are deliberately looking for an experienced candidate for this position and previous experience working in historic abuse law is strongly preferred.

We will also consider candidates with substantial experience in personal injury law who understand the lifecycle of a personal injury matter and have significant experience dealing directly with clients.

This is not an entry-level legal administration or legal role.

You do not need to be a lawyer, nor do you need to want to become one. We see the Client Concierge role as its own important professional pathway within our team.

For the right person, there is significant opportunity to take ownership of the role, build strong relationships with clients and become an integral part of the Donaldson Law team.

Not Your Traditional Law Firm

We recently moved into our completely renovated, purpose-designed Better Lawyers Group office in the Toowoomba CBD.

When designing the new office, we made a deliberate decision. We wanted to create an office for our staff, not simply an impressive space for our clients.

We spend a significant portion of our lives at work. We believe the environment you spend that time in should help you feel comfortable, work efficiently, collaborate easily and look after your wellbeing, so that you can come to work, do great work and still have something left in the tank when you go home.

That philosophy influenced almost every decision we made during the fit‑out.

Our new office includes purpose-designed ergonomic workstations, dedicated internal collaboration and breakout spaces separate from client meeting rooms, and a large fully‑equipped staff lunchroom designed so that our entire team can actually sit down and enjoy lunch together.

There is also a dedicated Reset Room – a quiet space equipped with mindfulness and stretching equipment and its own water feature, where staff are encouraged to take 15 minutes during the day when they need to step away, reset and recharge.

Calming surround sound runs throughout the office during the day, and our commercial-grade coffee machine keeps the team supplied with barista‑made coffees twice a day.

It is warm, welcoming and intentionally very different from the stereotypical law firm filled with dusty bookshelves and closed doors.

We invested heavily in the space because we believe staff wellbeing, productivity and great work are connected.

The Perks

In addition to working in one of Toowoomba's newest office environments, BLG team members receive:

• two paid mental health days each year (in addition to normal leave entitlements);
• access to our dedicated Vicarious Trauma (VT) mitigation program;
• two barista‑made coffees every workday – because good coffee shouldn't be left to chance;
• access to our dedicated Reset Room and staff wellness facilities;
• access to the BLG Suncorp Stadium Members Seats for a minimum of two games per year;
• complimentary internal and external professional development opportunities;
• opportunities to attend industry, business and community events and build your own professional network;
• access to discounted mobile phone and internet plans for you and your family;
• paid time off to fulfil relevant community commitments, such as roles on local Boards, Associations, Clubs and P&Cs;
• membership to the Firm Social Club and regular team social events;
• genuine opportunities to develop your career as the Group continues to grow;
• the opportunity to work across two very different and highly regarded legal brands;
• a team who genuinely like working together and support each other; and
• the opportunity to be part of a Group actively trying to improve the legal industry – for both its clients and its people.

Sounds Like You?

Some legal roles happen predominantly in the courtroom.

Some happen behind a desk.

This one happens alongside the client.

You’ll be there when they first make the decision to contact us. You'll speak with them throughout their matter. You'll coordinate many of the important steps along the way. And when the time comes for their mediation, you'll walk into the room with them.

That's why we consider this role so important.

If you have experience in abuse or personal injury law, genuinely enjoy working with clients and want a role where the relationships you build are considered just as important as the processes you manage, we'd love to hear from you.

Applications close at 5:00pm on Wednesday, 30 September 2026, but, if we meet the right person before then, we won't wait!