Empathetic Client Care & Intake Specialist

GMP Law; Parramatta; On-site; AUD 55,000 - 70,000; Full time

Job summary

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

You will handle incoming calls, gather relevant information, assess enquiries, and work closely with solicitors to provide timely, professional responses.

Qualifications

• Excellent verbal and written communication skills, with a client-first mindset.
• Experience in customer service or similar frontline roles in professional services is preferred.
• Ability to communicate with people from diverse backgrounds with empathy and professionalism.
• Strong attention to detail, record-keeping, and ability to handle sensitive information.

Responsibilities

• 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

Skills

Verbal comms

Written comms

Customer service

CRM proficiency

Attention to detail

Time management

Organisational skills

Empathy

Interpersonal skills

Tools

CRM system

Job description

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.