Client Support Coordinator

Job Description

Summary Are you passionate about delivering exceptional customer service? We’re looking for Client Support Coordinators to join our Melbourne Client Support Team (Contact Centre) on a full-time basis starting Tuesday 22nd April! Overview We welcome fearless thinkers. For over 100 years, Maurice Blackburn has stood up for those who need us most. With courage and compassion, we extend access to justice to countless Australians. We look beyond the immediate challenge to support people in moments that matter across their lives, and continually push for better solutions for our clients. We invest in and empower our people to stand up for what we believe in and go fearlessly forward together. We work on real cases, achieving important and positive results in real people’s lives, which is why we are one of Australia’s most respected law firms. Maurice Blackburn, experience you can count on. About The Role We are seeking dedicated and enthusiastic individuals to join our Client Support Team (Contact Centre) as a Client Support Coordinator. These positions are based in our Melbourne CBD office on a full-time (35 hours per week), permanent basis. Please note that our Client Support Team operates Monday to Friday from 8am until 8pm with shift start times ranging from 9am until 11am. These positions will commence on Tuesday 22nd April. As a Client Support Coordinator, you will be the first point of contact for all new client enquiries, which means you will be answering calls and taking information from clients over the phone. As a firm we exist to help everyday Australians, so when a client calls, we want you to provide a personalised, informative and above all, exceptional client experience. Some Of Your Responsibilities Manage new enquiries via email and telephone within appropriate time frames Maintain accurate and succinct records of each potential client in a database Assess enquiries to determine whether they are suitable for the legal services we provide Escalate urgent matters to manager or practice area Provide general legal information to potential clients Provide exceptional customer service, communicating with potential clients with empathy and compassion What You Will Get From Us You will join a highly regarded plaintiff law firm that is dedicated to getting the very best outcomes for our clients. You will go through a comprehensive training program supported and guided by our experienced leaders along with continuous training sessions to make sure you are equipped to be the very best at the role. The Client Support Team offer a hybrid working model where employees can work a minimum of two days a week from the office and have the flexibility to work from home for the remaining three days (after three months of employment). The Experience We Are Looking For You will have a passion to help people and be able to provide the best client experience to all our clients. You will have the ability to display empathy on every call, be a great communicator and a natural problem solver. We work in a high-volume call centre environment, so you will need to be able to manage your time effectively, while managing technology to assist when taking calls. You will be flexible with a desire to always accommodate client and business needs. Demonstrated experience in a client/customer service or sales role Call centre background highly advantageous but not essential Strong analytical and reasoning skills Excellent written and verbal communication skills Proficient in navigating multiple computer systems and applications simultaneously Demonstrated ability to handle large volumes of work Ability to show empathy and understanding towards clients’ circumstances and needs Demonstrated ability to work under pressure and manage competing demands Experience in managing emotionally charged clients and situations is desired Bring your enthusiasm and compassion to our team and make a meaningful impact on our clients’ experiences. Our People Commitment comes with the following benefits: Ongoing coaching and career development opportunities 22 Weeks Parental leave with your superannuation guaranteed and back-to-work transition policy End of Year leave, 1 day first year, 4 days after 2 years Comprehensive mental health framework, including wellbeing leave (up to 4 extra days per year) and $299 reimbursement Fitness and wellbeing discounts A hybrid flex working model Salary Continuance & Life Insurance 17.5% Annual Leave Loading Our shared values represent what we stand for and guide how we act, with Courage; Compassion; Collaboration; Fairness and Tenacity. We love that you have a life outside of work and we’re happy to support yours. We provide you a safe, supportive and collaborative environment, backed by inclusive leaders and progressive people policies, where you can be your authentic self and thrive. Here we are committed to creating a diverse and inclusive culture, enriched by differences in ethnicity, gender, sexual orientation, gender identity, disability, religion, age and family arrangements. Applications from First Nations People are encouraged. Are you ready to join us on a journey to extend access to justice to more Australians, in an organisation and role in which every action you take makes a difference? Apply now. Our Circle Back Initiative partnership means we’re committed to responding to every applicant. #J-18808-Ljbffr