Head of Client Intake and Support

The National Client Care team is now seeking “expressions of interest” from local and interstate offices to join the team as Head of Client Care and Support for a 12-month contract.

Reporting to Tim Roso, Chief Client Officer (CCO), this role is a key strategic and operational leadership role for the development, continuous improvement and delivery of the Firm’s Client Care strategy and proposition.

What are we looking for?

In this role, you will lead a team responsible for new client enquiries including the New Client Services area, the National Call Centre handling both inbound and outbound client calls and client intake and assessment teams. You will balance strategy with delivery and be involved in strategic development of the client proposition, as well as day-to-day operations of the contact centre functions supporting clients through client lifecycle.

The Head of Client Intake and Support is responsible for the leadership and management of the client intake, assessment, support and social work services team. This includes the following requirements:

•Lead the strategy for Intake and Client Care including ensuring daily performance metrics (are set and achieved; and the implementation of daily/weekly motivation activity to align with KPI’s.

•Responsibility for client service, experience and quality of legal advice across client intake interactions and appointments

•Implement change requirements

•Partner with group leaders to design and implement intake guidelines

•Design and deliver innovation initiatives





•Ensure that exceptional enquiry recordkeeping and data quality is embedded

•Proactively provide learnings, insights and recommendations to the team for continuous process improvement and enhancement

•Work closely with internal stakeholders during transformation team to deliver initiatives

Other key responsibilities will include:

•Execute the firm’s Client Care strategy to increase new client enquiries and improve client satisfaction metrics (NPS).

•Manage and support the Inbound and Outbound Call Centre Team leaders

•Drive quality and consistency across the Client Intake and Servicing team

•Strategically lead and develop an operational team to enhance performance

•Lead, motivate, coach and drive performance and engagement

•Demonstrate innovative thinking and capability

•Strong stakeholder engagement and management

•Demand estimation and workforce planning to ensure appropriate staffing levels

•Ensure adherence to quality control and audit processes

•Management of the budget and financials

•Lead ongoing training and development for the team

•Any other duties as required by the Chief Client Officer

What will you bring?

Key to your success in this role will be the following qualifications,



experiences and skills:

•Relevant tertiary qualification, a degree in Law (highly desirable)

•Leadership and or management training

•Proven experience managing operation customer service teams

•Demonstrated operational experience running inbound or outbound call centres

•Exposure to using daily metrics to lead teams

•Ability to create a supportive and engaged team

•Strong relationship management and client development

•Superior customer services skills

•Coaching and development experience

•Sound organisational skills

•Strong technical ability

What next?

If you are interested in this prospect, please submit your application via the internal vacancies link attached.

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.

📌 Head of Client Intake and Support (Melbourne)
🏢 Slater And Gordon
📍 Melbourne