Support Team Leader

Slater and Gordon Lawyers; City of Melbourne; Hybrid; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Hybrid work environment

Shutdown leave

Paid parental leave

Long service leave

Learning & development opportunities

Job summary

Slater and Gordon Lawyers in Melbourne seeks a Support Team Leader/2IC to join our Client Services team on a fixed term contract until the end of May 2027. The successful candidate will be based in Melbourne or Ringwood and be required to attend the office most of the week, with hybrid options available.

You will provide professional and efficient day-to-day support to the Contact Centre Manager across New Client Services and Outbound Digital Call Centre teams, ensuring service standards and KPI

Qualifications

• Experience managing a support team.
• Legal support experience is desirable.
• Mentoring and developing staff.
• Strong communication and customer service skills.

Responsibilities

• Provide consistent support coverage for the Contact Centre across all operating hours.
• Coach and perform quality checks; handle escalations.
• Assist with training sessions, onboarding, and staff development.
• Promote team engagement and activities to improve engagement KPIs.
• Support meetings and update the team when the manager is unavailable.
• Ensure performance against NCS and OBD KPIs and standards.
• Maintain professional standards in client and internal interactions through monitoring.
• Handle stakeholder relationships in manager's absence.
• Assist with other duties as required by the Contact Centre Manager.

Skills

People management

Legal support experience

Mentoring staff

Empathy

Customer service

Written communication

Verbal communication

Attention to detail

Time management

Job description

Slater and Gordon Lawyers are a leading personal injury and class actions law firm where every member of our team has a shared passion for our clients we are people caring for people.

Our commitment to our people includes offering genuine work-life balance, with a hybrid work environment allowing them to split their time between home and the office. We recognise and reward high performance and have outstanding employee benefits including a week of shutdown leave, paid parental leave, extra-long service leave, together with various ongoing learning and professional development opportunities.

What are we looking for?

We have an opportunity for a Support Team Leader/2IC to join our Client Services team. This is a unique opportunity to support our Client Services team on a Fixed Term Contract with the position required until the end of May, 2027. We are open to both Full Time and Part Time applicants and the successful candidate will be located from both our Melbourne and Ringwood offices. And whilst hybrid is an option, the position requires to be present in the office alongside our team for most of the week.

This position will provide professional and efficient support to the Contact Centre Manager in the day-to-day management of the New Client Services and Outbound Digital Call Centre teams.

Key Responsibilities

• Provide consistent support coverage for the Contact Centre across all operating hours
• Support team escalations, coaching and quality checks
• Assist with training sessions, side by side and with onboarding of new team members
• Champion team engagement and planned activities to lift NCS and OBD engagement scoring
• Assist with team meetings to keep the team updated when manager unavailable
• Ensure performance outcomes and client service standards against our NCS and OBD KPIs
• Maintain professional standards throughout client and internal interactions by daily monitoring of calls
• Other duties as required by the Contact Centre Manager
• In absence of Contact Centre Manager maintain relationships with internal/external stakeholders

What will you bring?

The following experience and skills will ensure your success in this position

• Previous experience managing a support team
• Previous experience in legal support desired, but not essential
• Experience in mentoring and developing staff
• A natural passion for helping people and high level of empathy
• Exceptional communication and customer service skills
• Excellent written and verbal communication skills
• Attention to detail
• Demonstrated time management and organisational skills

To be eligible for this position, you must be an Australian citizen, a permanent resident, or hold a valid visa with full and unrestricted working rights in Australia. Proof of work rights will be required as part of the Slater and Gordon application process.

Acknowledgement of Country

Slater and Gordon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all First Nations peoples today.

Diversity + Inclusion

Slater and Gordon is committed to creating an inclusive workplace that values diversity and ensures equal opportunities for all. Slater and Gordon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes. We understand that everyone has different needs. If you require reasonable adjustments throughout the recruitment process, please let us know in your application.