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 solid attention to detail, gathering relevant information, assessing enquiries and working closely with our solicitors to ensure every prospective client receives a skilled 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 current 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 important.

We’re looking for someone with:
Excellent verbal and written communication skills
Proven experience in a high-volume inbound call workplace (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
Positive organisation and time-management skills
The ability to prioritise enquiries and work effectively in a fast-paced workplace
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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