Client Services Consultant

Our team is growing and we are on the lookout for a Client Services Consultant to join our team and work as part of our Outbound Call Centre located in Ringwood. This is a Casual position. And we are looking for minimum 3 days availability between Monday & Thursday, with Monday & Tuesdays a requirement.

Working within our National Client Care team you are the first person that a client meets in their legal journey. It is vital that our team members are great listeners, strong communicators and above all empathetic and caring – ensuring that we create a connection with our possible clients.

If you are someone who loves customer service and the opportunity to work in a contact centre environment, then this role could be for you.

Your duties and responsibilities will include:

Generating appointments for Lawyers with Clients

Managing and ensuring an effective resolution of all prospective and existing client enquiries

Following up of all prospective client enquiries and assist in handling any objections

Maintaining a superior level of client service, including both inbound and outbound calls

Ensuring that callers that do not become clients are referred to the appropriate services when Slater and Gordon cannot assist

Ensuring solicitors receive accurate information of prospective clients and their matters

Ensuring all information recorded in relation to prospective and existing clients is accurate

Ensuring all client information is treated in a professional and confidential manner

Accurately query and record prospective client information to meet the business needs of Slater and Gordon including referral and marketing sources

Maintaining an awareness of all key changes to legislation and issues affecting practice areas and subsequent screening criteria

What are we looking for?

Our team is growing and we are on the lookout for a Client Services Consultant to join our team and work as part of our Outbound Call Centre located in Ringwood. This is a Casual position. And we are looking for minimum 3 days availability between Monday & Thursday, with Monday & Tuesdays a requirement.

Working within our National Client Care team you are the first person that a client meets in their legal journey. It is vital that our team members are great listeners, strong communicators and above all empathetic and caring – ensuring that we create a connection with our possible clients.

If you are someone who loves customer service and the opportunity to work in a contact centre environment, then this role could be for you.

Your duties and responsibilities will include:

• Generating appointments for Lawyers with Clients

• Managing and ensuring an effective resolution of all prospective and existing client enquiries

• Following up of all prospective client enquiries and assist in handling any objections

• Maintaining a superior level of client service, including both inbound and outbound calls

• Ensuring that callers that do not become clients are referred to the appropriate services when Slater and Gordon cannot assist

• Ensuring solicitors receive accurate information of prospective clients and their matters

• Ensuring all information recorded in relation to prospective and existing clients is accurate

• Ensuring all client information is treated in a professional and confidential manner

• Accurately query and record prospective client information to meet the business needs of Slater and Gordon including referral and marketing sources

• Maintaining an awareness of all key changes to legislation and issues affecting practice areas and subsequent screening criteria

What will you bring?

We are looking for candidates who are proactive, love customer service, and are confident on the phone speaking with potential new clients - with the view to make appointments with our legal teams.

No legal experience is necessary. Full training will be provided (3-4 week training component).

To be successful you will need to demonstrate:

• Great customer service skills

• Tech savvy. Someone that can use multiple computer systems at the one time, whilst recording information when speaking with a client

• Inbound or Outbound calling experience within a Contact Centre environment, converting leads (highly desirable)

• An excellent communicator and listener

• A creative thinker who enjoys problem solving

• Resilient and comfortable with the pressures of a busy call centre environment

• Someone who loves a challenge and motivated by individual and team goals

• Working in a fun, positive team environment

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