Customer Service Consultant (Call Centre)

GMP Law; Sydney; Presencial; AUD 65.000 - 90.000; Jornada completa

Descripción de la vacante

Gerard Malouf & Partners in Sydney is hiring a Client Services Officer to be the first point of contact for prospective personal injury clients. You will blend empathy with clear, efficient communication and work closely with our solicitors to provide timely responses.

This role focuses on handling incoming calls, gathering information, preparing concise summaries, and entering data into the CRM. You will escalate sensitive cases and keep detailed records, ensuring a high standard of client

Formación

• Excellent verbal and written communication skills.
• Experience in a high-volume inbound call environment.
• Empathy and professionalism when handling sensitive conversations.
• Strong attention to detail and accurate record-keeping.
• Ability to gather information and provide concise summaries.
• Organised and able to prioritise in a fast-paced environment.

Responsabilidades

• Handle incoming calls and enquiries from prospective clients.
• Engage with clients professionally and empathetically.
• Gather relevant information and prepare clear summaries.
• Assess new enquiries for solicitor review.
• Liaise with solicitors on prospective matters and next steps.
• Enter client data and enquiries into the CRM.
• Ensure new enquiries are actioned on the day they are received.
• Maintain detailed client communication records.
• Provide updates to Head of Client Care and Intake Operations.
• Follow firm policies and escalate risks as required.

Conocimientos

Verbal communication

Written communication

Inbound call experience

Empathy

Attention to detail

Record-keeping

Time management

Prioritisation

CRM usage

Collaboration with solicitors

Herramientas

CRM systems

Descripción del empleo

Are you a confident communicator who genuinely enjoys helping people?

Gerard Malouf & Partners is seeking a Client Services Officer to join our Client Care and Intake team. This is an important frontline role where you will often be the first point of contact for prospective clients seeking assistance with a personal injury matter.

You'll combine empathy and excellent customer service with strong attention to detail, gathering relevant information, assessing enquiries and working closely with our solicitors to ensure every prospective client receives a professional and timely response.

What you'll be doing

As a Client Services Officer, you will:

• Handle incoming calls and enquiries from prospective clients
• Engage with clients professionally, respectfully and with empathy
• Gather relevant information and prepare clear, concise written and verbal summaries
• Assess new client enquiries and identify relevant information for review by our solicitors
• Liaise closely with solicitors regarding prospective client matters and next steps
• Accurately enter client and enquiry information into our CRM system
• Ensure new enquiries are actioned on the day they are received
• Maintain detailed and accurate records of client communications
• Provide updates on enquiry outcomes to the Head of Client Care and Intake Operations
• Follow the firm's policies, procedures and professional obligations
• Escalate matters that may present professional or financial risk to the firm

About you

You'll thrive in this role if you are someone who can balance compassion with efficiency. You'll be speaking with people who may be going through a difficult or stressful period, so the ability to listen carefully and communicate with sensitivity is important.

We're looking for someone with:

• Excellent verbal and written communication skills
• Proven experience in a high-volume inbound call environment (contact centre, customer service, healthcare, or similar)
• Confidence communicating with people from a wide range of backgrounds
• Empathy, patience and professionalism when handling sensitive conversations
• Strong attention to detail and accurate record-keeping skills
• The ability to gather information, identify key details and provide concise summaries
• Good organisation and time-management skills
• The ability to prioritise enquiries and work effectively in a fast-paced environment
• Confidence using CRM systems and other business technology
• A collaborative approach and the ability to work effectively with solicitors and support teams

Experience in legal services, personal injury, professional services, contact centres or client intake would be highly regarded.

Why join Gerard Malouf & Partners?

This is an opportunity to play an important role in the client journey and work closely with experienced legal professionals.

You'll join a team where your ability to listen, communicate and provide an excellent client experience can make a genuine difference to people seeking legal assistance.

If you're a motivated client services professional who combines empathy, attention to detail and a commitment to delivering a high standard of service, we'd love to hear from you.