Office and Client Coordinator - Melbourne

Knowmore Legal Service; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Salary packaging

Superannuation 12.5%

Annual leave loading

Flexible workplace

Training allowance

Employee Assistance Program

Job summary

Knowmore is seeking a calm, organised and client-focused professional to provide frontline support, office coordination and administrative assistance in a busy, purpose-driven environment.

This full-time, fixed-term (12 months) role reports to the Manager and works with a multidisciplinary team to ensure responsive and high-quality service delivery across offices, while upholding trauma-informed, confidential client care.

Qualifications

• Detail-oriented and accurate in record keeping and data entry.
• Excellent organisational and time management skills.
• Discretion and sensitivity when handling complex situations.
• Flexible and collaborative in a multidisciplinary team.
• Ability to work independently and as part of a team.
• Strong interpersonal skills with diverse stakeholders.

Responsibilities

• Welcome and support walk-in clients and triage needs.
• Handle high-volume phone and email enquiries professionally.
• Provide trauma-informed, confidential client support.
• Maintain accurate client records and documentation.
• Coordinate meeting rooms, mail, and administrative tasks.
• Assist with travel bookings, supplies, procurement and events.
• Liaise with IT for office technology needs.
• Support safety and emergency procedures as required.
• Collaborate with managers and external stakeholders.
• Assist with invoicing, reconciliations and budgeting tasks.
• Provide backup support to Paralegals as needed.
• Maintain OCC-related documents and resources.

Skills

Attention to detail

Organisation

Administrative skills

Multitasking

Interpersonal skills

IT proficiency

Education

Experience in admin/office coordination

Tools

Microsoft Office

Record-keeping systems

Job description

• Purpose driven work within the community
• Full time, fixed term role (12 months)

About Knowmore

Knowmore is a nation-wide independent community legal centre providing free legal information, advice, representation and referrals, financial counselling and systemic advocacy for victims and survivors of child sexual abuse. Since 2022 our service has expanded to provide legal advice and financial counselling for people applying to the Territories Stolen Generations Redress Scheme, and free legal advice for survivors of child sexual abuse that are not eligible to apply to the National Redress Scheme. We continue to provide free legal advice and financial counselling in relation to the National Redress Scheme.

Knowmore uses a multidisciplinary model bringing together lawyers, intake officers, social workers and counsellors, Aboriginal and Torres Strait Islander engagement advisors and financial counsellors to provide trauma-informed, client-centred and culturally safe legal assistance to clients. Services are provided through a national phone line and face-to-face services in key locations, supported by a comprehensive program of outreach and community engagement across Australia. Knowmore currently has offices in Sydney, Melbourne, Brisbane, Adelaide, Perth and Darwin.

About The Role

We are seeking a calm, organised and client-focused professional to provide frontline support, office coordination and administrative assistance in a busy, purpose-driven environment. This role is ideal for someone who thrives on variety, communicates with warmth and professionalism, and can confidently support clients, colleagues and operational processes with care and discretion.

This role reports directly to the Manager who has responsibility for the management of the role, working collaboratively within the team to ensure overall support is provided to the offices.

Duties And Responsibilities

• Welcome and support walk-in clients, assess their needs and connect them with the appropriate service pathway.
• Respond professionally to high-volume phone and email enquiries, triaging, prioritising and escalating urgent matters as needed.
• Support clients who may be distressed or experiencing complex circumstances using trauma-informed, respectful and confidential practices.
• Maintain a high standard of accurate client records, correspondence and documentation in organisational systems
• Coordinate meeting rooms, mail, file transfers and administrative processes to support effective service delivery.
• Provide practical office coordination support, including travel bookings, ordering of supplies, procurement, events, onboarding, offboarding and general operational assistance.
• Liaise with IT to support office technology needs
• Support workplace health and safety activities, including audits, safety procedures, building management liaison for maintenance and safety issues and emergency support responsibilities as a First Aid Officer and Fire Warden.
• Maintain and promote adherence to duress procedures.
• Work collaboratively with multidisciplinary teams, managers and external stakeholders to ensure responsive and high-quality service delivery.
• Liaise with external stakeholders to coordinate events and related activities.
• Assist with the planning and delivery of internal organisational events.
• Provide back up with various tasks to the Paralegals as and when required.
• Assist with invoicing, reconciliations, budget adherence and other routine operational or financial administration tasks.
• Assist with service delivery projects as directed
• Maintain and update OCC-related documents and resources

In addition to the responsibilities outlined above, the role may include other duties to support team and organisational needs, as reasonably directed.

Selection Criteria

• Maintain a high level of attention to detail in all activities but especially in record keeping, data entry and filing.
• Excellent organisational, time management and administrative skills that support the capacity to prioritise and manage a diverse range of tasks in an effective and timely way.
• Maintain high standards of discretion and show ability to handle difficult situations with tact and sensitivity and when appropriate refer to a more appropriate colleague.
• Maintain a flexible collegial and professional approach to working within a multi-disciplinary team.
• Maintain ability to work independently and also contribute positively as a part of a team.
• Highly developed interpersonal skills with the proven ability to build effective relationships and communicate with a diverse range of people both internally and externally.
• IT proficiency, with proven ability to use Microsoft Office and systems for recording data and reporting.
• Strong organisational and time management skills, including the capacity to manage competing demands, prioritise tasks and to find creative solutions.
• Proactively manage own care and workload.

Benefits

A competitive salary commensurate with the not-for-profit sector is offered together with the availability of salary packaging to achieve a tax effective total salary package. In addition to being a flexible workplace, Knowmore offers 12.5% superannuation (0.5% above the SGC), annual leave loading, additional leave at Christmas and many more generous benefits.

Employees have access to a training and development allowance as well as our Employee Assistance Program.

Meet Aunty Glendra

Aunty Glendra Stubbs is a Wiradjuri woman and Elder in Residence at Knowmore. She has been supporting Aboriginal and Torres Strait Islander clients since Knowmore began in 2013. In this video, Aunty Glendra shares her story about working at Knowmore and supporting her clients on their journey. Video Link: https://youtu.be/Ib4Va2apySU

The role will be required to satisfactorily complete a National Police Records Check and Working with Children Check.

We are committed to a trauma-informed and culturally safe approach, walking alongside victim-survivors every step of the way.

We recognise and value the strength that diversity brings to our work. We strongly encourage applications from individuals of all ages with diverse lived experiences and backgrounds, including Aboriginal and Torres Strait Islander peoples, people from multicultural, multifaith and linguistically diverse communities, members of the LGBTQIA+ community and people with disability.

Your unique perspective and voice are not only welcome—they are essential to the work we do.