Client Services & Navigation Lead — Hybrid Role

Barwon Community Legal Service; Geelong; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Five weeks annual leave

Additional leave days between Xmas and

Annual leave loading

Salary packaging

Hybrid working

Professional development

Meaningful work

Job summary

Barwon Community Legal Service (Belmont VIC) is seeking a Service Navigation and Client Support Lead to oversee intake, service navigation, referrals and reception. You will lead a team, ensure clients connect to the right support at the right time, and work with the Managing Lawyer.

This role blends operational leadership with client-centred service delivery and continuous improvement, focusing on trauma-informed practice and culturally safe engagement across the Barwon region.

Qualifications

• Experience in a legal practice, community legal centre, or family violence service.
• Experience leading administrative, intake or client services teams.
• Strong organisational and problem-solving skills.
• Ability to build positive relationships with clients and partners.
• Familiarity with digital case management systems; Actionstep is preferred.

Responsibilities

• Lead intake, service navigation and referral functions across BCLS.
• Manage and support reception and legal administration staff.
• Coordinate workflows and allocate work and resources.
• Improve service delivery, client experience and referral pathways.
• Support delivery of family violence services through engagement and referrals.
• Maintain high-quality systems, processes and records for reporting and compliance.
• Act as Actionstep super user and build staff capability in digital tools.
• Foster trauma-informed, culturally safe, client-focused interactions.

Skills

Leadership

Workflow management

Problem-solving

Client-centered service delivery

Trauma-informed practice

Relationship building

Tools

Actionstep

Job description

Barwon Community Legal Service (Belmont VIC) is seeking a Service Navigation and Client Support Lead to oversee intake, service navigation, referrals and reception. You will lead a team, ensure clients connect to the right support at the right time, and work with the Managing Lawyer.

This role blends operational leadership with client-centred service delivery and continuous improvement, focusing on trauma-informed practice and culturally safe engagement across the Barwon region.