Client Services Consultant

Slater And Gordon Lawyers; Melbourne; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Annual salary review

Wellness reimbursement

Career development opportunities

Hybrid work arrangements

Inclusive workplace

Job summary

Slater and Gordon is seeking a Client Services Consultant to join the National Client Care team’s Outbound Call Centre in Ringwood. You will generate appointments, manage client enquiries, and provide high-quality service across inbound and outbound calls.

Training is provided, with both casual and full-time options and a Monday-Thursday availability window. You will work in a collaborative environment that values diversity and inclusion, offering career development and flexible hybrid

Qualifications

• Commitment to delivering high-quality service and supporting outcomes that matter.
• Proactive, solutions-focused mindset.
• Clear and respectful communication with colleagues and clients.
• Willingness to learn and grow within a progressive, purpose-led organisation.

Responsibilities

• Generate appointments for lawyers with clients.
• Manage and resolve prospective and existing client enquiries, including follow-up and handling 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 matters.
• Accurately record client information and handle it confidentially.
• Record referral sources and stay aware of changes to legislation, practice areas and screening criteria.

Skills

Customer service experience

Phone communication

Communication skills

Tech savviness

Teamwork

Tools

CRM systems

Job description

Client Service Consultant

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.