Client Service Consultant

Slater And Gordon; Melbourne; Hybrid; AUD 39,000 - 47,000; Part time

Benefits offered by this job

Hybrid work environment

Casual role

Job summary

Slater and Gordon Lawyers in Melbourne is seeking a Client Services Consultant for our inbound call centre. This casual role requires a minimum of 2.5 days per week, working in a hybrid environment.

You will greet clients at the start of their legal journey, listen actively, and ensure empathetic, high‑quality service as you generate appointments and handle enquiries. Training is provided.

Qualifications

• Excellent listening and communication skills with empathy.
• Comfortable handling client enquiries and objections.
• No legal experience required; full training provided.

Responsibilities

• Generate appointments for lawyers with clients.
• Manage and resolve prospective and existing client enquiries.
• Follow up on enquiries and handle objections.
• Maintain high level of client service for inbound/outbound calls.
• Refer non-client callers to appropriate services when needed.
• Ensure accurate recording of client information.

Skills

Customer service

Active listening

Empathy

Strong communication

Tools

CRM systems

Multiple computer systems

Job description

Slater and Gordon Lawyers are a leading personal injury and class actions law firm where every member of our team has a shared passion for our clients: we are people caring for people.

Our commitment to our people includes offering genuine work-life balance, with a hybrid work environment allowing them to split their time between home and the office. We recognise and reward high performance and have outstanding employee benefits including a week of shutdown leave, paid parental leave, extra-long service leave, together with various ongoing learning and professional development opportunities.

What are we looking for?

Our team is growing and we are on the lookout for Client Services Consultants to join our team and work as part of our inbound call centre located in Melbourne. These are Casual roles and we are looking for minimum 2.5 days availability.

Working within our Superannuation team you are the first person that a client meets in their legal journey. It is vital that our team members are great listeners, strong communicators and above all empathetic and caring – ensuring that we create a connection with our possible clients.

If you are someone who loves customer service and the opportunity to work in a contact centre environment, then this role could be for you.

Your duties and responsibilities will include:

• Generating appointments for Lawyers with Clients
• Managing and ensuring an effective resolution of all prospective and existing client enquiries
• Following up of all prospective client enquiries and assist in handling any objections
• Maintaining a superior level of client service, including both inbound and outbound calls
• Ensuring that callers that do not become clients are referred to the appropriate services when Slater and Gordon cannot assist
• Ensuring solicitors receive accurate information of prospective clients and their matters
• Ensuring all information recorded in relation to prospective and existing clients is accurate
• Ensuring all client information is treated in a professional and confidential manner
• Accurately query and record prospective client information to meet the business needs of Slater and Gordon including referral and marketing sources
• Maintaining an awareness of all key changes to legislation and issues affecting practice areas and subsequent screening criteria

What will you bring?

We are looking for candidates who are proactive, love customer service, and are confident on the phone speaking with potential new clients - with the view to make appointments with our legal teams.

No legal experience is necessary. Full training will be provided (3-4 week training component).

To be successful you will need to demonstrate:

• Tech savvy. Someone that can use multiple computer systems at the one time, whilst recording information when speaking with a client
• Inbound or Outbound calling experience (highly desirable)
• An excellent communicator and listener
• A creative thinker who enjoys problem solving
• Resilient and comfortable with the pressures of a busy call centre environment
• Someone who loves a challenge and motivated by individual and team goals
• Working in a fun, positive team environment

To be eligible for this position, you must be an Australian citizen, a permanent resident, or hold a valid visa with full and unrestricted working rights in Australia. Proof of work rights will be required as part of the Slater and Gordon application process.

Acknowledgement of Country Slater and Gordon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all First Nations peoples today.

Diversity + Inclusion Slater and Gordon is committed to creating an inclusive workplace that values diversity and ensures equal opportunities for all. Slater and Gordon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes. We understand that everyone has different needs. If you require reasonable adjustments throughout the recruitment process, please let us know in your application.

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