Client Experience Coordinator

Hope Earle Lawyers; Melbourne; On-site; AUD 52,000 - 65,000; Full time

Job summary

Hope Earle Lawyers in Melbourne seeks a Client Experience Coordinator to be the first face and voice of the firm. You will deliver warm, polished, white-glove service from the initial phone call through to the client's departure, combining front-of-house care with practical admin support for legal and finance teams.

This role requires exceptional communication, meticulous organisation and a professional, personable presentation.

Qualifications

• Exceptional phone manner and communication skills.
• A genuine commitment to white glove service and excellent client care.
• Professional presentation and a warm, confident, personable approach.
• Strong attention to detail and accuracy.
• Excellent organisation, time management and ability to prioritise in a busy environment.
• Ability to maintain strict confidentiality and exercise sound judgement.
• Proficiency with Microsoft Office and a willingness to learn new systems.
• Basic numeracy and an understanding of, or ability to quickly learn, reconciliation processes.
• A proactive, reliable and team-oriented attitude.

Responsibilities

• Answer incoming calls promptly and professionally, directing enquiries, taking accurate messages and following up where required.
• Greet clients and visitors warmly, offer refreshments and ensure they feel welcomed and looked after.
• Manage the reception area so that it is always tidy, professional and well presented.
• Receive and distribute mail, couriers and deliveries.
• Handle client enquiries with discretion, empathy and care, escalating matters to the appropriate team member when needed.
• Ensure meeting rooms are prepared, clean and stocked ahead of client meetings (including refreshments, water, stationery and technology checks).
• Reset and clean rooms after meetings, removing documents and rubbish and returning rooms to a client-ready standard.
• Manage the meeting room booking calendar and coordinate room use with the legal teams.
• Assist with printing, binding, collating, scanning and preparing documents and client files.
• Prepare document bundles, folders and correspondence for lawyers and clients to a high standard of accuracy and presentation.

Skills

Phone etiquette

Client care

Professional presentation

Attention to detail

Organisation

Confidentiality

Microsoft Office

Willingness to learn

Team player

Tools

Microsoft Office Suite

Outlook

Word

Excel

Job description

The Client Experience Coordinator is the first face and voice of the firm. You will create a warm, polished and professional experience for every client, caller and visitor, from the first phone call to the moment they leave our offices. The role combines front-of-house white glove service with practical administrative and document support for our legal and finance teams.

Key responsibilities

• Answer incoming calls promptly and professionally, directing enquiries, taking accurate messages and following up where required.
• Greet clients and visitors warmly, offer refreshments and ensure they feel welcomed and looked after.
• Manage the reception area so that it is always tidy, professional and well presented.
• Receive and distribute mail, couriers and deliveries.
• Handle client enquiries with discretion, empathy and care, escalating matters to the appropriate team member when needed.
• Ensure meeting rooms are prepared, clean and stocked ahead of client meetings (including refreshments, water, stationery and technology checks).
• Reset and clean rooms after meetings, removing documents and rubbish and returning rooms to a client-ready standard.
• Manage the meeting room booking calendar and coordinate room use with the legal teams.
• Assist with printing, binding, collating, scanning and preparing documents and client files.
• Prepare document bundles, folders and correspondence for lawyers and clients to a high standard of accuracy and presentation.

About you

• Exceptional phone manner and communication skills, both written and verbal.
• A genuine commitment to white glove service and excellent client care.
• Professional presentation and a warm, confident, personable approach.
• Strong attention to detail and accuracy.
• Excellent organisation, time management and ability to prioritise in a busy environment.
• Ability to maintain strict confidentiality and exercise sound judgement.
• Proficiency with Microsoft Office (Word, Outlook, Excel) and a willingness to learn new systems.
• Basic numeracy and an understanding of, or ability to quickly learn, reconciliation processes.
• A proactive, reliable and team-oriented attitude.

About us

Hope Earle is a growing law firm offering a supportive, professional and people-focused workplace with exposure to legal, finance and operations teams.