We started Withstand Lawyers in 2014. We're a Parramatta-based plaintiff personal injury firm, specialising in workers compensation, work injury damages, motor vehicle accidents, public liability and TPD claims.

We have workflows per practice area, written policies, and a fee-earning team. The firm works.

What we're missing is a manager at the front door. We don't just take enquiries. We decide who gets the right help, fast. That first call sets the tone, and we want a manager who turns uncertainty into trust.

The role

You run the intake function. Two halves. The first half is leading the enquiries team: rosters, weekly team meeting, call-flow discipline, coaching from call recordings, onboarding new team members, and holding the standard on no-answer rates, speed-to-contact and pipeline hygiene. You keep the scorecard honest and send the Managing Principal a short weekly summary.

The second half is personal legal qualification and sign-up. You sign up enquiries when needed: qualify by claim type, eligibility and jurisdiction; explain the process in plain English; and get the retainer signed while trust is warm.

Requirements

- At least 2 years' experience in a plaintiff personal injury law firm. as a lawyer, paralegal, legal assistant or enquiries officer. Admission is preferred but not required. A practising certificate is not required.
- Working knowledge of at least one of: workers compensation, work injury damages, motor vehicle accidents, medical negligence, public liability or TPD.
- Prior experience leading or coordinating a small team (intake, contact centre, customer service or similar). Individual contributors only, this isn't the seat.
- Full-time, minimum 4 days a week.
- 1-2 days a week in the office.
- Phone-confident. Comfortable holding a real legal conversation with an injured caller, and a coaching conversation with a team member.

Who you are

Beyond the requirements, we're looking for a particular kind of person:
- You treat the first call as the most important legal conversation the client will have with us, because it is.




- You lead by lifting people. Team behind a plan is what you're good at.
- You have constructive conversations when performance slips.
- You care about the sign-up rate, team-wide and your own, and you want to know the number and beat it next month.
- You're honest with a caller. If they don't have a claim, you tell them straight and refer them well. You expect the same from your team.
- You spot what's missing in the process and fix it, rather than wait for someone to notice.

Our values (STAND)

The five things we hold each other to:
- S — Straight Up. We say the hard thing honestly, clearly, and respectfully. Clear and simple over clever and complicated. Bad news shared early beats bad news found late.
- T — Trust. We earn and protect our clients' trust in us, and extend trust to our team. We act decisively and swiftly when it's broken.
- A — Accountability. We take responsibility for all our actions, learn from our mistakes, and move forward.
- N — No Ego. We pursue the best outcomes based on facts, not opinion. The best idea wins on merit, not by being the loudest.
- D — Deliver. We move every matter and goal forward with intent, taking the next step and lifting each other as we go. Outcomes over activity, together.

What we offer

- $133,333 to $200,000 base + team bonus, tied to team-wide sign-up conversion, speed-to-contact and personal conversion on the enquiries you handle directly.
- Full authority over the intake function, reporting directly to the Managing Principal.
- Up to 3 days a week working from home.
- Parramatta, in-building parking, ten minutes from the station.
- Smokeball, HubSpot and contemporary tooling. We invest so your day is legal and coaching work, not formatting.
- A clear pathway into a senior operations, Head of Client Services or fee-earning seat, depending on your track and preference.
- CPD covered.

How to apply

Apply via Seek with your CV. For a confidential chat first, email Issa Rabaya at [email protected]. Happy to answer questions about the role, the team, or how the split between team leadership and personal sign-ups works in practice.

📌 Enquiries Manager (Personal Injury) (Parramatta)
🏢 Withstand Lawyers
📍 Parramatta