Client Services Consultant

Slater and Gordon Ltd; Melbourne; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Annual salary increase

Wellness reimbursement

Career development opportunities

Hybrid work model

Flexible work arrangements

Job summary

Slater and Gordon in Melbourne is seeking a Client Services Consultant to join the National Client Care team's Ringwood outbound call centre. You'll generate appointments, handle inquiries, and provide high-quality client service across calls.

Full training will be provided; no legal experience is required. There are casual and full-time positions, with availability for three days Mon-Thu, 9:00am–5:00pm, and hybrid work arrangements to support flexibility.

Qualifications

• Customer service experience and confidence speaking with potential clients on the phone.
• Strong communication and listening skills, and a creative, problem-solving approach.
• Tech savviness and the ability to use multiple computer systems while recording information during a conversation.
• Resilience and comfort working in a busy contact centre environment.
• Motivation to meet individual and team goals, and a positive approach to working as part of a team.
• Inbound or outbound contact centre experience, including converting leads, which is highly desirable.

Responsibilities

• Generate appointments for lawyers with clients.
• Manage and resolve prospective and existing client enquiries, including following up enquiries and assisting with objections.
• Provide a high level of client service across inbound and outbound calls.
• Refer callers to appropriate services when Slater and Gordon cannot assist.
• Ensure solicitors receive accurate information about prospective clients and their matters.
• Accurately record client information and treat it professionally and confidentially.
• Record referral and marketing sources, and stay aware of relevant changes to legislation, practice areas and screening criteria.

Skills

Customer service

Phone communication

Listening skills

Teamwork

Problem solving

Learning mindset

Tools

CRM software

Job description

At Slater and Gordon, purpose meets progress. If you want to do work that matters and make a real impact, you'll find it here.

As a leading personal injury and class actions firm, we're committed to opening up access to justice for more Australians. Every member of our team plays a vital part in that mission, whether you're working directly with clients or supporting our people behind the scenes.

The opportunity

We are seeking a Client Services Consultant to join our National Client Care team’s Outbound Call Centre in Ringwood.

As part of our enablement and support teams, you will help shape the day-to-day experience for clients and colleagues, providing purpose-driven service that keeps our work moving and our standards high.

There is a casual and full-time position available. You must be available at least three days between Monday and Thursday, with Monday and Tuesday availability required, with each workday being 9:00am to 5:00pm.

In this role, you will:

• Generate appointments for lawyers with clients.
• Manage and resolve prospective and existing client enquiries, including following up enquiries and assisting with objections.
• Provide a high level of client service across inbound and outbound calls.
• Refer callers to appropriate services when Slater and Gordon cannot assist.
• Ensure solicitors receive accurate information about prospective clients and their matters.
• Accurately record client information and treat it professionally and confidentially.
• Record referral and marketing sources, and stay aware of relevant changes to legislation, practice areas and screening criteria.

Why join us

Employees covered by our Enterprise Agreement enjoy:

• A confirmed annual 1 July salary increase.
• Additional paid service leave.
• An annual wellness reimbursement.
• Career development opportunities and access to learning programs.
• Genuine work-life balance through hybrid work arrangements and real flexibility.

More broadly, at Slater and Gordon you:

• Support powerful outcomes - your work underpins the delivery of meaningful legal services and better outcomes for clients.
• Grow your career with real opportunity - internal mobility, professional growth, mentorship and exposure across teams and functions.
• Belong to an inclusive community - different backgrounds, real flexibility and stronger teams shaped by compassion and respect.

What we are looking for

We are looking for someone who:

• Is committed to high-quality service and takes pride in supporting outcomes that matter.
• Brings a proactive, solutions-focused mindset to their work.
• Builds strong relationships with colleagues and communicates clearly and respectfully.
• Is open to learning, feedback and development, and wants to grow their career in a progressive, purpose-led organisation.
• Is empathetic and caring, and enjoys connecting with prospective clients.

What will you bring

You will bring:

• Customer service experience and confidence speaking with potential clients on the phone.
• Strong communication and listening skills, and a creative, problem-solving approach.
• Tech savviness and the ability to use multiple computer systems while recording information during a conversation.
• Resilience and comfort working in a busy contact centre environment.
• Motivation to meet individual and team goals, and a positive approach to working as part of a team.
• Inbound or outbound contact centre experience, including converting leads, which is highly desirable.
• No legal experience is necessary. Full training will be provided, including a three-to-four-week training component.

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 our 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 and inclusion

Slater and Gordon is committed to creating an inclusive workplace that values diversity and ensures equal opportunities for all. We are an equal opportunity employer and do 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.

Slater and Gordon. Formidable Advocates. Justice Platform, Open for All.