Empathetic Client Care & Intake Specialist

GMP Law; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Verbal communication

Written communication

Inbound call experience

Empathy

Attention to detail

Record-keeping

Time management

Prioritisation

CRM usage

Collaboration with solicitors

Tools

CRM systems

Job description

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