Client Services Officer

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 qualified and timely response.

What you’ll be doing

- 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 professional 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 key.

We’re looking for someone with:

- Excellent verbal and written communication skills
- Proven experience in a high-volume inbound call environment (contact centre, customer service, healthcare, or similar)
- 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

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