Front Office & Client Intake Administration Officer

Global Offshore Strategic Solutions Incorporated

Metro Manila

Remote

PHP 335,000 - 469,000

Full time

3 days ago

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Job summary

Global Offshore Strategic Solutions Incorporated is seeking a capable Front-of-House Administrative Officer to handle phone reception, client intake, and essential legal administration tasks. The role supports lawyers with matter setup, cost agreements, and document management, while maintaining strict confidentiality and accuracy.

No prior legal experience is required; the ideal candidate has excellent English communication, attention to detail, and willingness to learn the firm’s processes.

Qualifications

Minimum 2 years in administrative/reception role with regular phone handling.
Experience in conveyancing or legal administration is desirable.
Excellent spoken English with a professional phone manner.
Strong written English communication skills.
Proficiency with Microsoft Office and ability to learn new software systems.
High attention to detail when recording client details and messages.

Responsibilities

Answer incoming calls promptly as the first point of contact for the practice.
Record call details and follow-up actions in the practice management system.
Transfer calls or take messages for lawyers or team members.
Open new matters in the management system and allocate matter numbers.
Create electronic matter file structures and notify responsible lawyers.
Prepare cost agreements and disclosure documents per templates.
Save, name and file correspondence and documents to matter files.
Assist with diary/calendar management and scheduling client appointments.
Maintain confidentiality and verify accuracy of information.

Skills

Phone handling

Attention to detail

English communication

Organisational skills

Docs/file management

Education

None

Tools

Microsoft Office

Practice management software

CRM software

Job description

About the Role

This is a front-of-house administrative role in which answering and managing the practice’s phone calls is the primary function. The Front Office & Client Intake Administration Officer is the first point of contact for clients, strata managers, committee members and other stakeholders, and is responsible for making sure each enquiry is recorded accurately and directed to the right person.

Alongside phone reception, the role supports the lawyers with the administrative steps that follow a new enquiry: setting up new matters, preparing, updating and tracking cost agreements, and saving and managing documents in the practice’s electronic filing system. The role works closely with the lawyers and sits alongside the practice’s legal administrative and paralegal support.

No previous legal experience is required. The practice is looking for an experienced administrative professional with a strong phone manner, excellent attention to detail and a willingness to learn the practice’s processes. The role does not involve giving legal advice; any matter requiring legal input is passed to the supervising lawyer.

Key Responsibilities

Phone Reception and Front-of-House (Primary Focus)

Answer incoming calls promptly and professionally as the first point of contact for the practice

Identify the purpose of each call, including whether the caller is an existing client, a new enquiry, a strata manager, a lot owner, a committee member or another professional, and respond in line with the practice’s call-handling procedures

Transfer calls to the appropriate lawyer or team member, or take accurate and complete messages where they are unavailable

Record call details, messages and follow-up actions in the practice management system, and ensure each message reaches the relevant person promptly

Make outbound calls as directed, such as returning missed calls, confirming appointments and following up outstanding documents or signed cost agreements

Monitor voicemail and the general practice inbox, responding to routine enquiries and forwarding other matters to the appropriate lawyer

Escalate urgent or sensitive calls to the supervising lawyer without delay

New Matter Set-Up and Client Intake

Collect client and matter details from new enquiries in accordance with the practice’s intake process

Complete conflict-check steps as set out in the practice’s procedures and refer the outcome to the supervising lawyer for review

Open new matters in the practice management system, allocating matter numbers and recording client contact details, matter type and responsible lawyer

Create the electronic matter file structure using the practice’s naming conventions and templates

Notify the responsible lawyer when a new matter has been opened and confirm any outstanding information needed from the client

Cost Agreements and Costs Disclosure Administration

Prepare cost agreements and costs disclosure documents for new matters using the practice’s approved templates, based on instructions from the supervising lawyer

Update cost agreements and related documents when the scope of work, estimate or other terms change, as directed by the supervising lawyer

Submit all cost agreements and disclosure documents for lawyer review and approval before they are issued to clients

Send cost agreements to clients for signing, track those that are outstanding and follow up with clients as required

Save signed cost agreements to the correct matter file and record their status in the practice management system

Flag to the supervising lawyer any matter where a signed cost agreement is outstanding or where an updated disclosure may be required

Document Management and Filing

Save, name and file correspondence, emails, documents and file notes to the correct matter in the electronic filing system

Apply consistent naming conventions and folder structures so that documents can be located quickly by the legal team

Scan, index and save incoming mail and documents received from clients, strata managers and other parties

Maintain version control and ensure the most current version of each document is saved on the matter file

Assist with archiving and closing files in line with the practice’s procedures

General Practice Administration

Assist with diary and calendar management, including scheduling client appointments, conferences and NCAT hearing dates

Manage incoming and outgoing correspondence, including mail and email

Maintain client contact details and matter records in the practice management system

Assist with invoicing, time recording and other administrative tasks as required

Contribute to improving front-office processes by identifying opportunities to streamline intake, filing and call handling

Confidentiality and Quality

Maintain strict confidentiality in all client and practice matters, including the information received by phone

Verify the accuracy of names, contact details and matter information before recording or sending anything

Refer any request for legal advice, or any question outside the scope of the role, to the supervising lawyer

Flag any errors, inconsistencies or potential issues identified to the supervising lawyer

Requirements and Skills

Essential

Previous experience working in an Australian business, including answering phone calls.

Minimum 2 years’ experience in an administrative, reception or customer-facing support role, including regular inbound and outbound phone handling

Experience in conveyancing, legal administration, or as a Legal Secretary is highly desirable.

Excellent spoken English, with a clear, professional and courteous phone manner, and strong written English communication skills

High attention to detail and accuracy when recording client details, messages and document information

Proficiency with Microsoft Office (Word, Excel, Outlook) and the ability to learn new software systems, including practice management software

Strong organisational skills, with the ability to keep orderly electronic filing and document management systems

Ability to manage multiple tasks, prioritise calls and meet deadlines, working independently and as part of a team

Professional and reliable approach, with an understanding of the importance of confidentiality

Willingness to learn the practice’s processes and basic legal administration terminology

Desirable (Nice to Have)

Previous experience using Microsoft Teams to make and receive calls (an advantage, but not required)

Experience with practice management, case management or CRM software

Experience in a legal, professional services or property-related office (not required – no legal experience is necessary)

Familiarity with preparing or tracking client agreements, quotes or engagement letters

Work-from-Home Setup & Equipment Requirements

This is a work-from-home, bring-your-own-equipment (BYOE) role. Applicants are required to provide their own equipment that meets the following Hardware and Software Requirements: