_{22nd April, 2025}

Role Summary
Position Title: Client Care Specialist Team: Client Care Location: Remote (If Interstate or Necessary to needs) or in the Office.. Employment Type: Full-Time or Part-Time (ideally 3 days/week) Reporting To: Head of Client Experience / Team Leader
 
This role is suited to a Family Lawyer with a minimum of 1 year PAE experience who is seeking a client-centric, flexible, and non-litigious legal career. The Client Care Specialist is the first point of contact for prospective and existing clients and plays a crucial role in ensuring outstanding client experience, seamless handovers to legal teams, and ongoing relationship management.
 
Key Responsibilities
Client Interaction & Support

• First contact for client enquiries via phone, email, and online channels
• Conduct initial consultations to assess matter suitability and gather core facts
• Provide empathetic support during emotionally challenging matters

Case Coordination & File Management

• Refer urgent/complex matters to appropriate lawyers or team leaders
• Draft cost agreements and manage onboarding documentation
• Perform monthly compliance reviews across file management

Administrative & Operational Duties

• Manage client appointment bookings (virtual & in-person)
• Record and maintain accurate client notes and intake outcomes
• Assist with quality control and compliance reporting

Relationship Management & Collaboration

• Build strong rapport with clients and legal teams
• Ensure smooth client handovers and internal updates
• Participate in internal team meetings and suggest improvements

 
Key Selection Criteria
Essential

• Minimum 1 year PAE in Family Law
• Prior experience managing Family Law matters as a family lawyer
• Strong interpersonal and communication skills
• Ability to manage 20–30 inbound enquiries per day
• Strong administrative and multitasking skills

Desirable

• Experience using LEAP legal software
• Background in mediation or client services is advantageous

 
Culture Talking Points

• "People First", "No Ego" and "Work-Life Balanced" values
• Certified Great Place to Work™ – 2024/25 recertification in progress
• Down-to-earth, supportive, and collaborative culture
• Strong focus on psychological safety and internal support

 
Perks & Benefits to Highlight

• Remote/flexible working arrangements
• Flexible paid time off (non-accrual based)
• Paid CPD and external educational course support
• Team lunches, trivia nights, and regular social events
• Clear progression pathways and succession planning
• Fully stocked office kitchens and communal spaces
• Return-to-work support for working parents
• National mobility and internal career opportunities
• Partnership opportunities for senior talent

 
Proof Points & Brand Reputation

• Google Reviews: 4.9/5 (500+ reviews)
• Glassdoor Reviews: Highly rated by current & past staff
• Sydney Head Office: Located opposite Hyde Park
• Team size: 50+ staff nationally across NSW, VIC & QLD
• 7 collaborative Family Law teams with unique specialisations
• Dedicated internal Client Care Team supporting service delivery

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