Contact Centre Specialist

Talentpath Recruitment; Brisbane; Hybrid; AUD 62,000 - 75,000; Full time

Benefits offered by this job

Annual salary reviews

Hybrid work flexibility

Wellbeing programs & EAP

Job summary

Talentpath Recruitment is seeking a Contact Centre Specialist to handle inbound calls and emails for a personal injury client base. You will respond with empathy, guide clients through options, and support decisive outcomes while maintaining calm under pressure.

The role emphasizes trauma-informed service, strong communication, and teamwork in a hybrid WFH setup (4 days work from home, 1 day in Brisbane CBD).

Qualifications

• Experience in a high volume contact centre or KPI driven environment.
• Trauma-informed environment experience is advantageous.
• Strong empathy, resilience and ability to stay calm under pressure.
• Confidently communicate final outcomes to clients.
• Excellent verbal and written communication with rapport-building focus.

Responsibilities

• Receive incoming calls and emails from clients with empathy, guiding options.
• Confidently advise clients on decision outcomes and next steps.
• Listen actively to concerns and offer appropriate resources.
• Remain calm and professional under pressure while maintaining empathy.
• Collaborate with internal teams to ensure timely client support.

Skills

Empathy

Resilience

Active listening

Communication

Diversity awareness

Teamwork

Job description

Contact Centre Specialist | Up to $68,500 + super | WFH 4 Days | Start Date Monday 16th November.

This leading client focused law firm, is looking for people who understand that the journey through legal matters can be challenging and often emotional.

Unlike other law firms; they are a compassionate community dedicated to supporting individuals from all walks of life. With commitment to empathy, resilience, and diversity driving all that they do, they are seeking individuals who share these values to join the inbound contact centre team.

What's in it for you:

• Annual salary reviews.
• True hybrid flexibility once trained: 4 days WFH + 1 day in the Brisbane CBD office (close to public transport).
• Starting November 16th. Monday – Friday 7AM – 7PM monthly rotating roster.
• A supportive, wellbeing-focused culture with a strong internal support network around you.
• Award-winning health & wellness programs, plus access to an EAP when you need it.
• Paid parental leave and additional paid leave offerings.
• Genuine career development: ongoing training & development and real internal promotion opportunities.
• Practical, everyday perks including discounted health insurance and grocery discounts.
• Novated leasing options.

About the role:

Working in the personal injury contact centre, you will listen to, empathise with, and provide the assistance and guidance that clients need. The calls you'll handle may be traumatic, sensitive, or emotionally charged, so having a trauma-informed approach is crucial. We're looking for individuals who are not only resilient but also empathetic, willing to listen, open to diversity and have strong call control skills.

• Receive incoming calls and emails from clients with empathy, patience, and understanding.
• Have strong call control, guiding clients through available options and have the ability to confidently advise of decision outcomes.
• Listen actively to client concerns, validate their experiences, and offer resources as needed.
• Remain calm and composed under pressure, maintaining professionalism and empathy at all times.
• Collaborate with internal teams to ensure clients receive the support and assistance they need in a timely matter.

About you:

Demonstrated experience in a high volume contact centre or KPI driven environment will be highly valued in this role. You will also have:

• Previous experience in a trauma-informed environment is advantageous.
• Exceptional empathy, resilience, and ability to remain calm under pressure.
• Confidence in controlling conversations with experience in providing final decision outcomes.
• Strong active listening skills and willingness to provide support and guidance to individuals in distress.
• Openness to diversity and a commitment to treating every client with respect and dignity.
• Excellent communication skills, both verbal and written, with a focus on building rapport and trust.
• Ability to work collaboratively in a team environment and adapt to changing priorities.

Recent research shows that people from disadvantaged and/or underrepresented backgrounds are more likely to scroll past a job if they don't have every single requirement - let's change that.

We recognise that people are more than just their CVs and take pride in being inclusive and diverse in our recruiting process.

Contact Details

Georgia Sheehan
[e-mail]