Client Services/Intake Officer

Client Services Coordinator

Do you thrive on connecting with people and offering a calm, caring ear?

Are you skilled at managing conversations (even the challenging ones) while keeping people at ease and guiding them towards the right support?

If you’re known for your warmth, professionalism, ability to listen deeply and knack for making things happen, this could be the perfect role for you.

At Farrar Gesini Dunn, our clients often contact us at some of the most difficult and uncertain times in their lives. Your overarching role will be to make sure their experience with us is a positive one from the very first interaction - helping them feel heard, establishing value early and connecting them with the lawyer best suited to their needs.

As part of our Client Services Team, you’ll be one of the welcoming voices of FGD and a key part of our clients’ journey through the firm.

Your day will involve:

• Answering new client enquiries and incoming calls with empathy, confidence and professionalism

• Having meaningful conversations with prospective clients to understand what they need and connect them with the lawyer best suited to assist

• Helping turn enquiries into appointments by demonstrating the value of our service from the outset

• Following up with prospective clients who haven't yet booked, aren't quite ready to proceed or have cancelled an appointment

• Reconnecting with clients who have had an initial appointment but haven't yet taken the next step

• Managing appointment bookings, calendars, meeting rooms, confirmations and information required ahead of appointments

• Making sure new clients have provided the information and documents our lawyers need before their appointment

• Referring clients to other specialist areas within FGD where appropriate

• Seeking feedback from clients throughout and at the end of their matter, including identifying any concerns and making sure they are addressed

• Asking happy clients to share their experience through Google reviews

• Identifying moments in the client journey where we could do things better — and helping make those improvements happen

• Tracking appointment, referral and new file data

• Assisting with internal auditing and compliance tasks

We work across four offices, so you'll interact with a wide range of people and need to be comfortable moving between different priorities, systems and conversations throughout the day.

You’ll bring at least 3 years’ experience in client services, reception, sales, professional services or another people-focused support role.

You don’t need to have worked in a law firm before. What matters most is how you deal with people.

To succeed, you’ll need to be:

• Calm, compassionate and confident when handling sensitive conversations

• A genuinely good listener who can quickly understand what someone needs

• Skilled at steering conversations in a professional but caring way

• Comfortable following up with prospective clients and asking for the appointment

• Able to build trust and establish value without making conversations feel like a sales pitch

• Highly organised and detail-oriented

• Proactive - someone who notices when something isn't working and helps fix it

• Comfortable juggling competing priorities and working across multiple systems

• A strong communicator who follows things through

• Naturally curious, with a willingness to ask questions and continue learning

• A team player who is happy to jump in and help wherever needed

Ideally you will be available full time. However, we understand full-time work isn't an option for everyone, so we'd still love to hear from you if you're interested in taking the role on part time, with a minimum of 4 days per week.

We offer a competitive salary based on your skills and experience.

At FGD, you’ll be part of a team recognised for doing things differently in Family Law, Wills and Estates.

We combine compassion with innovation, supporting our clients through some of life's toughest moments while making sure our staff are equally supported.

Here’s what you can expect:

• Genuinely flexible working arrangements

• A competitive salary based on your skills and experience

• A culture that values wellbeing, with wellness initiatives and even a stocked fridge for lunch

• A supportive team where good ideas are encouraged and you have the opportunity to improve how we do things

• A paperless, eco-friendly workplace that embraces technology across our Canberra, Melbourne, Sydney and Coffs Harbour offices

We'd love to hear from you.

Please send through your CV and cover letter to our People Manager, Anna, at ***********@fgd.com.au, along with a funny or interesting story about yourself. We love seeing the person behind the CV, and applications won't be considered without this!

More information about FGD can be found at www.fgd.com.au.