Client Services OfficerGerard 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 doingHandle incoming calls and enquiries from prospective clientsEngage with clients professionally, respectfully and with empathyGather relevant information and prepare clear, concise written and verbal summariesAssess new client enquiries and identify relevant information for review by our solicitorsLiaise closely with solicitors regarding prospective client matters and next stepsAccurately enter client and enquiry information into our CRM systemEnsure new enquiries are actioned on the day they are receivedMaintain detailed and accurate records of client communicationsProvide updates on enquiry outcomes to the Head of Client Care and Intake OperationsFollow the firm's policies,



procedures and professional obligationsEscalate matters that may present professional or financial risk to the firmAbout youYou'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 skillsProven experience in a high-volume inbound call environment (contact centre, customer service, healthcare, or similar)Confidence communicating with people from a wide range of backgroundsEmpathy, patience and professionalism when handling sensitive conversationsStrong attention to detail and accurate record-keeping skillsThe ability to gather information, identify key details and provide concise summariesGood organisation and time-management skillsThe ability to prioritise enquiries and work effectively in a rapid-paced environmentConfidence using CRM systems and other business technologyA collaborative approach and the ability to work effectively with solicitors and support teams
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