Client Intake Officer - Law Firm - Multiple opportunities, Multiple Locations

About Our Client

Our client is a leading plaintiff law firm helping Australians access compensation and insurance benefits when they need them most. They pride themselves on delivering exceptional client service through innovative systems, flexible work practices and a genuinely supportive team culture.

Due to continued growth in their General Insurance practice, we are seeking a motivated and personable Client Intake & Enquiries Officer to join their team.

About the Role

This is a client-facing role and, for many people, you will be the first impression of the firm.

You will be the first point of contact for prospective clients contacting the firm regarding injuries they have sustained and enquiries regarding engaging the law services of the firm related to their injuries and ensuing insurance-related claims.

Your role will be to listen, ask the right questions, gather information, assess whether the firm may be able to assist and ensure every person receives a professional, empathetic and supportive experience.

Working closely with the solicitors and legal team, you will manage incoming enquiries, conduct initial assessments, assist with client onboarding and help prospective clients understand the next steps in the process.

This role is ideal for someone who enjoys speaking with people, helping others and making a genuine difference in the lives of individuals who are often going through challenging circumstances.

Key Responsibilities

- Responding to inbound telephone, email and online enquiries

- Conducting initial client interviews and information gathering





- Assessing and triaging potential insurance claims

- Explaining their services and intake process to prospective clients

- Managing and progressing enquiries through the CRM and practice management systems

- Following up prospective clients and maintaining engagement throughout the intake process

- Requesting and reviewing preliminary documents and information

- Assisting with client onboarding and file establishment

- Liaising with solicitors regarding potential new matters

- Maintaining accurate records, file notes and enquiry tracking

About You

We are more interested in who you are than what qualifications you hold.

You may have a legal background, but you certainly don’t need one.

We are looking for someone who:

- Communicates exceptionally well

- Is empathetic, personable and emotionally intelligent

- Can quickly build rapport with people from all walks of life

- Is organised and detail-oriented

- Exercises sound judgement and common sense

- Is comfortable speaking with people over the phone

- Enjoys helping others

- Is reliable, proactive and eager to learn

Experience in legal practice, insurance, claims, customer service, administration, recruitment, healthcare,



sales or other client-facing roles will be highly regarded.

Who This Role Would Suit

We are open-minded about backgrounds and experience.

This role may suit

- A law student studying externally or with a flexible university timetable;

- A stay-at-home parent returning to the workforce and looking for flexible, meaningful work;

- A legal assistant or paralegal seeking greater client-facing responsibility;

- Someone with experience in insurance, claims, customer service, administration, recruitment or healthcare;

- A recent law graduate seeking practical experience; or

- Any person who genuinely enjoys helping people and communicating with others.

Importantly, you do not need legal qualifications or prior legal experience to apply.

You will be taught the legal aspects of the role. What they cannot easily teach is empathy, communication skills, professionalism and a genuine desire to help people.

Availability

- These are permanent full-time roles

- Reliability and consistency are important, as this role plays a critical part in supporting our clients and legal team.

Whats on Offer

- Flexible working arrangements
- A supportive and collaborative team setting

- Comprehensive training and ongoing mentoring

- Exposure to a specialist area of law

- Meaningful work helping people through challenging life circumstances

- Opportunities for long-term career progression within a growing practice

Other

Do you have native or bilingual proficiency in any languages other than English?

Which of the following Microsoft Office products are you experienced with?

📌 Client Intake Officer (Sydney)
🏢 Hooker u0026 Heijden
📍 Sydney