Frontline Client Experience Leader

Tasc Community Legal Centre; Ipswich City; Sur place; AUD 85 000 - 110 000; Plein temps

Avantages offerts par ce poste

Salary packaging

Professional development and wellbeing

Additional paid leave

Résumé du poste

Tasc Community Legal Centre in Ipswich, QLD, is seeking an experienced Client Engagement Manager to lead intake, reception and client engagement services. This role is a busy, front-door leadership position guiding a team of staff and volunteers to welcome, hear and connect clients quickly to the right service.

You will work closely with Legal, Advocacy and Social Work teams to coordinate client pathways, manage incidents, monitor KPIs and drive continuous improvement while maintaining

Qualifications

• 5+ years in intake, client engagement or service coordination within community, legal or human services.
• Demonstrated people management experience, supervising staff and building team capability.
• Hands-on intake experience with accurate data capture and record keeping.
• Experience handling client incidents with trauma-informed, culturally safe practice.
• High emotional intelligence to read situations and support clients and staff.
• Ability to work under pressure and manage competing priorities in a high-volume setting.
• Experience embedding processes and procedures to improve consistency and service quality.
• Focus on client experience and continuous improvement.
• Legal service background would be highly regarded.

Responsabilités

• Lead day-to-day delivery of intake, reception and client engagement services; ensure welcoming and efficient service.
• Manage client incidents and escalations, escalating risks and complaints as appropriate.
• Supervise and develop intake staff and volunteers with training and regular check-ins.
• Roster, resource and workload management to handle high call and walk-in volumes.
• Ensure accurate capture of client information and case data.
• Develop and maintain clear intake processes and protocols.
• Coordinate with Legal, Advocacy and Social Work teams to triage and pathways.
• Monitor client experience and use feedback to improve service delivery.
• Establish and monitor KPIs for intake and client engagement; identify trends.
• Ensure intake activities meet funding, privacy and compliance.

Connaissances

People management

Client intake

Team leadership

Data management

Trauma-informed practice

De-escalation

Communication

Process improvement

Stakeholder engagement

Formation

Tertiary qualification in Human Services or related field

Description du poste

Tasc Community Legal Centre in Ipswich, QLD, is seeking an experienced Client Engagement Manager to lead intake, reception and client engagement services. This role is a busy, front-door leadership position guiding a team of staff and volunteers to welcome, hear and connect clients quickly to the right service.

You will work closely with Legal, Advocacy and Social Work teams to coordinate client pathways, manage incidents, monitor KPIs and drive continuous improvement while maintaining