Client Engagement Manager

Tasc Community Legal Centre; Ipswich City; On-site; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Salary packaging

Professional development and wellbeing

Additional paid leave

Job summary

Tasc Community Legal Centre in Ipswich, QLD, is seeking an experienced Client Engagement Manager to lead intake, reception and client engagement services. This role is a busy, front-door leadership position guiding a team of staff and volunteers to welcome, hear and connect clients quickly to the right service.

You will work closely with Legal, Advocacy and Social Work teams to coordinate client pathways, manage incidents, monitor KPIs and drive continuous improvement while maintaining

Qualifications

• 5+ years in intake, client engagement or service coordination within community, legal or human services.
• Demonstrated people management experience, supervising staff and building team capability.
• Hands-on intake experience with accurate data capture and record keeping.
• Experience handling client incidents with trauma-informed, culturally safe practice.
• High emotional intelligence to read situations and support clients and staff.
• Ability to work under pressure and manage competing priorities in a high-volume setting.
• Experience embedding processes and procedures to improve consistency and service quality.
• Focus on client experience and continuous improvement.
• Legal service background would be highly regarded.

Responsibilities

• Lead day-to-day delivery of intake, reception and client engagement services; ensure welcoming and efficient service.
• Manage client incidents and escalations, escalating risks and complaints as appropriate.
• Supervise and develop intake staff and volunteers with training and regular check-ins.
• Roster, resource and workload management to handle high call and walk-in volumes.
• Ensure accurate capture of client information and case data.
• Develop and maintain clear intake processes and protocols.
• Coordinate with Legal, Advocacy and Social Work teams to triage and pathways.
• Monitor client experience and use feedback to improve service delivery.
• Establish and monitor KPIs for intake and client engagement; identify trends.
• Ensure intake activities meet funding, privacy and compliance.

Skills

People management

Client intake

Team leadership

Data management

Trauma-informed practice

De-escalation

Communication

Process improvement

Stakeholder engagement

Education

Tertiary qualification in Human Services or related field

Job description

Tasc is a community legal and social justice organisation committed to ensuring people and communities are seen, heard and respected. We work across Greater South-West Queensland to advocate for fairness, champion change and support people to navigate complex legal and social challenges. Our work is underpinned by our values of Integrity, Adaptability, Courage and Empowerment. Key to our ongoing success are staff who are knowledgeable, patient and tenacious, and a culture that is engaging, supportive and driven to provide the best possible experience and outcomes for clients in a values-based framework.

The position

An opportunity exists for an experienced Client Engagement Manager to lead our intake, reception and client engagement services. This is the front door to Tasc. It is a busy, people-focused leadership role where every day brings a high volume of phone calls, walk-in clients and competing demands, many involving people experiencing vulnerability or distress.

This is a full-time role based at our Ipswich office, reporting to the Client Engagement Director and sitting within our Management Team. From time to time, you will travel to our other offices and locations.

You will lead a team of intake and reception staff and volunteers, making sure every client is welcomed, heard and connected to the right service quickly and accurately. You will also work closely with our Legal, Advocacy and Social Work teams to keep client pathways clear and coordinated.

Responsibilities include:

• Leading the day-to-day delivery of intake, reception and client engagement services, ensuring they are welcoming, safe, culturally safe and efficient.
• Managing client incidents and complex or escalated client situations calmly and safely, and escalating risks, complaints and incidents appropriately.
• Supervising, supporting and managing the performance of intake and reception staff and volunteers, including training, development and regular check-ins.
• Managing workload, rostering and resourcing so the team can handle high call and walk-in volumes without compromising service quality.
• Ensuring accurate, timely and consistent capture of client information, intake records and case data.
• Developing, implementing and maintaining clear intake processes, procedures and protocols, and making sure they are followed.
• Working with the Legal, Advocacy and Social Work teams to triage, prioritise and coordinate client pathways.
• Monitoring and improving the client experience, including setting up and using client feedback to strengthen service delivery.
• Establishing and monitoring KPIs for intake and client engagement, and using data to identify trends and improvements.
• Ensuring intake activities meet funding, contractual, privacy and compliance requirements.

The person

This role would suit an experienced intake or client services leader who stays steady under pressure, leads with empathy and brings structure and consistency to a fast-moving front-line environment.

Ideally, you will bring:

• 5+ years of experience in intake, client engagement or service coordination within a community, legal or human services environment.
• Demonstrated people management experience, including supervising staff, managing performance and building team capability.
• Hands-on experience in intake, with a strong commitment to accurate data capture and record keeping.
• Experience managing client incidents and supporting vulnerable clients, with a sound understanding of trauma-informed, culturally safe and client-centred practice.
• High emotional intelligence, with the ability to read situations, de-escalate, and support both clients and staff through difficult moments.
• The ability to work under pressure and manage competing priorities in a high-volume environment.
• Experience developing and embedding processes and procedures that improve consistency and service quality.
• A genuine focus on client experience and continuous improvement.
• A tertiary qualification in Human Services, Social Work, Community Services or a related field, or equivalent experience.
• A legal background or experience in a legal service environment will be highly regarded.

The successful applicant will need to hold or be eligible to obtain Working with Children (Blue Card) and Disability Worker (Yellow Card) screening clearances, hold a current unrestricted Queensland driving licence, and have unrestricted Australian working rights.

What we offer

• SCHADS Level 7 salary range and above-Award conditions.
• Salary packaging options to increase your take-home pay.
• Professional development and wellbeing initiatives to support you at work.
• Additional paid leave over the Christmas shutdown period.

For further information about the position, please contact ***********@tascnational.org.au.