Are you a confident communicator who genuinely enjoys helping people?
Gerard Malouf & Partners is seeking a
Client Services Officer
to join our Client Care and Intake team.
This is an important frontline role where you will often be the first point of contact for prospective clients seeking assistance with a personal injury matter.
You'll combine empathy and excellent customer service with strong attention to detail, gathering relevant information, assessing enquiries and working closely with our solicitors to ensure every prospective client receives a professional and timely response.
What you'll be doing
As a Client Services Officer, you will:
Handle incoming calls and enquiries from prospective clients
Engage with clients professionally, respectfully and with empathy
Gather relevant information and prepare clear, concise written and verbal summaries
Assess new client enquiries and identify relevant information for review by our solicitors
Liaise closely with solicitors regarding prospective client matters and next steps
Accurately enter client and enquiry information into our CRM system
Ensure new enquiries are actioned on the day they are received
Maintain detailed and accurate records of client communications
Provide updates on enquiry outcomes to the Head of Client Care and Intake Operations
Follow the firm's policies, procedures and professional obligations
Escalate matters that may present skilled or financial risk to the firm
About you
You'll thrive in this role if you are someone who can balance
compassion with efficiency
.




You'll be speaking with people who may be going through a difficult or stressful period, so the ability to listen carefully and communicate with sensitivity is important.
We're looking for someone with:
Excellent verbal and written communication skills
A strong customer service and client-first mindset
Confidence communicating with people from a wide range of backgrounds
Empathy, patience and professionalism when handling sensitive conversations
Strong attention to detail and accurate record-keeping skills
The ability to gather information, identify key details and provide concise summaries
Good organisation and time-management skills
The ability to prioritise enquiries and work effectively in a fast-paced environment
Confidence using CRM systems and other business technology
A collaborative approach and the ability to work effectively with solicitors and support teams
Experience in
legal services, personal injury, professional services, contact centres or client intake
would be highly regarded.
Why join Gerard Malouf & Partners?
This is an prospect to play an important role in the client journey and work closely with experienced legal professionals.
You'll join a team where your ability to listen, communicate and provide an excellent client experience can make a genuine difference to people seeking legal assistance.
If you're a motivated client services professional who combines empathy, attention to detail and a commitment to delivering a high standard of service,
we'd love to hear from you.

📌 Client Services Officer (New South Wales)
🏢 GMP Law
📍 New South Wales