Client Intake Officer - Law Firm

Client Intake Officer - Law Firm Hooker & Heijden is seeking a Client Intake Officer in Sydney NSW. This is a full-time, onsite position with a salary of $60,000 – $70,000 per year.

Hooker & Heijden is a leading plaintiff law firm assisting Australians with compensation and insurance benefits. They are committed to providing exceptional client service through innovative systems, flexible work practices, and a supportive team culture.

Due to expansion in their General Insurance practice, they are looking for a motivated and personable Client Intake & Enquiries Officer.

This client-facing role means you will be the initial point of contact for prospective clients inquiring about injuries sustained and the firm's legal services for related insurance claims. Your responsibilities will include listening, asking pertinent questions, gathering information, assessing the firm's potential to assist, and ensuring each person has a professional, empathetic, and supportive experience. You will collaborate with solicitors and the legal team to manage incoming enquiries, conduct initial assessments, assist with client onboarding, and guide prospective clients on the next steps. This role is suited for individuals who enjoy interacting with people, assisting others, and making a positive impact on individuals facing difficult circumstances.

Key Responsibilities:

• Respond to inbound telephone, email, and online enquiries.
• Conduct initial client interviews and gather information.
• Assess and triage potential insurance claims.
• Explain the firm's services and intake process to prospective clients.
• Manage and progress enquiries using CRM and practice management systems.
• Follow up with prospective clients and maintain engagement during the intake process.
• Request and review preliminary documents and information.
• Assist with client onboarding and file establishment.
• Liaise with solicitors regarding potential new matters.
• Maintain accurate records, file notes, and enquiry tracking.

About You: The firm prioritises personal attributes over formal qualifications. A legal background is not a prerequisite. They are seeking individuals who:

• Communicate exceptionally well.
• Are empathetic, personable, and emotionally intelligent.
• Can rapidly build rapport with diverse individuals.
• Are organised and detail-oriented.
• Exercise sound judgement and common sense.
• Are comfortable speaking with people over the phone.
• Enjoy helping others.
• Are reliable, proactive, and eager to learn.

Experience in legal practice, insurance, claims, customer service, administration, recruitment, healthcare, sales, or other client-facing roles will be highly regarded.

Who This Role Would Suit: The firm is open-minded regarding backgrounds and experience. This role may suit:

• A law student studying externally or with a flexible university timetable.
• A stay-at-home parent returning to the workforce seeking flexible, meaningful work.
• A legal assistant or paralegal looking for increased client-facing responsibility.
• Someone with experience in insurance, claims, customer service, administration, recruitment, or healthcare.
• A recent law graduate seeking practical experience.
• Any person who genuinely enjoys helping people and communicating with others.

Legal qualifications or prior legal experience are not required to apply, as the legal aspects of the role will be taught.

Availability: These are permanent full-time roles, with part-time options potentially available. Reliability and consistency are important due to the role's critical function in supporting clients and the legal team.

What's on Offer:

• Flexible working arrangements.
• A supportive and collaborative team environment.
• Comprehensive training and ongoing mentoring.
• Exposure to a specialist area of law.
• Meaningful work assisting people through challenging life circumstances.
• Opportunities for long-term career progression within a growing practice.

Other: Do you have native or bilingual proficiency in any languages other than English? Which of the following Microsoft Office products are you experienced with?