The Opportunity

At Shine Lawyers, we’re proud to shine a light on injustice, and make the world a better place, one client at a time. And due to an internal promotion, we’re now looking for a full-time , permanent Contact Centre Manager based in our Brisbane CBD office.

Working for a nationally recognised plaintiff Personal Injury and Class Actions firm, you’ll have the opportunity to shape the future of a growing contact centre, influence business-wide decisions through data-driven insights within a progressive AI setting, and build a culture where performance, wellbeing and exceptional client care go hand in hand.

With compassion, connection and purpose, you’ll help us right wrong by:

- Managing and coaching three high performing Team Leads to deliver exceptional client experiences through the Client Service Officers they manage.

- Monitoring team performance metrics and implementing strategies where needed, to ensure strong performance and client service guiding principles are adhered to.

- Using data and insights to identify opportunities to improve performance and operations.

- Championing innovation, continuous improvement and emerging technologies, including AI, to enhance the experience of our clients and people.

- Creating a culture where people thrive by fostering accountability, development, wellbeing and a genuine commitment to Shine's values.

What you’ll bring To thrive in this role, you’ll bring strong operational leadership experience, a practical mindset and the confidence to build and maintain relationships. You’ll also have:

- Demonstrated experience leading large contact centre teams,



coaching leaders and fostering a positive, accountable and people-first culture.

- A proven ability to simplify complex processes, legislation and operational requirements into clear, practical and easy-to-follow workflows that drive consistency, compliance and team performance.

- A data driven and progressive mindset, with the ability to draw meaningful insights to guide the overall strategy of the contact centre.

- Outstanding stakeholder management skills, with a focus on building and maintaining relationships with both internal legal teams, management, and external parties.

- A curiosity, adaptability and commitment to harnessing emerging technologies to drive better outcomes for our people, clients and the wider business.

Shine Lawyers: A place for you. It means more here.

At Shine, purpose really matters.

- It’s our clients, who summon the courage to stand up to injustice.

- It’s the communities we are part of and support every day.

- It’s our team, who champion what’s right and make this place what it is.

We’re an ASX-listed organisation, and we've been standing up for the rights of everyday Australians for more than 50 years. We’ve achieved a lot, but you’ll find no airs and graces here. We’re humble yet relentless.



We don’t pretend to be anything other than ourselves. And together, we’ve created a place for you to thrive.

Here are some of the things we hope you’ll love about working with us:

- Connect and be you: Get the flexibility and benefits you need, and work alongside truly authentic people who care so much - about the clients, Shine and you.

- Challenge and be challenged: We’re not here for “easy”. We want you to take your place at Shine and make a real impact. Question and challenge - that’s how we grow.

- Achieve and grow: Start your Shine journey with our in-house learning programs, where you’ll find immediate connection and be set up for success. You will be provided real opportunities to step up and grow - within your role and beyond.

Excited to join us and stand up to injustice? Apply now and make Shine Justice a place for you.

As part of The Circle Back Initiative, we want you to feel supported through our recruitment process, which means that you will hear back from our friendly team – no matter the outcome.

We are committed to making Shine Lawyers a place for you by encouraging and supporting our people to bring their authentic selves to the workplace, and as a result, we know you’ll put your best self forward while righting wrong for our clients. We’re passionate about maintaining a diverse and inclusive environment here at Shine that celebrates all of our differences with age, disability, ethnicity, gender and sexual orientation, to name a few, and we encourage applications from Aboriginal and Torres Strait Islander candidates. You bring you .

📌 Contact Centre Manager (Brisbane)
🏢 Shine Lawyers
📍 Brisbane