AddressHere at Shine Lawyers, we have the largest Class Actions portfolio in Australia that spans various sectors and helps individuals come together as a group to secure justice against governments and corporates. Your passion for social justice, leadership and service coaching will be the driving force behind supporting Shine’s dedicated contact centre serve our Class Actions group members.
The Opportunity As a Permanent, Full TimeAssistant Client Service Lead, working at least 2 days from our Brisbane CBD office, you’ll work closely with our Client Service Lead, to manage and coach a team of equally passionate, empathetic and culturally sensitive Client Service officers, as they work on the front line responding to our group members’ needs.
With empathy, adaptability and initiative, you will:
- Manage and develop a team of Client Service officers – permanent and casual workforce.
- Develop programs and materials to support performance goals set.
- Cultivate strong relationships across our Legal and Marketing teams, to obtain relevant information to ensure teams are fully briefed on upcoming campaigns.
- Support Client Service Lead with reporting and analysis to support resource planning and identify areas for improvement.
- Onboarding and train new team members.
- Providing ongoing direct coaching and feedback to develop team members and ensure the best service possible is being delivered to our client base.
- Previous leadership experience, ideally within a contact centre environment, with an emphasis on coaching and team development.
- You’ll be naturally empathetic and culturally sensitive, and have a resolute passion for helping people, especially those who may be experiencing trauma.
- You’ll be a strong communicator, both verbally and in writing.
- The passion, motivation, and enthusiasm to contribute to our culture and ensure it’s a place where everyone can thrive.
- You’ll recognise and value the importance of your role in being the mentor to a team of Client Service Operators.
At Shine, purpose really matters.
- It’s our clients, who summon the courage to stand up to injustice.
- It’s the communities we are part of and support every day.
- It’s our team, who champion what’s right and make this place what it is.
Here are some of the things we hope you’ll love about working with us:
- Connect and be you: Get the flexibility and benefits you need, and work with truly authentic people. We’ll provide you with the tech and support to do your best work from your home office. And you can enjoy the security of a large, well-established firm that treats you as a person, not a number.
- Challenge and be challenged: We’re not here for “easy”. We want you to take your place at Shine and make a real impact. Question and challenge - that’s how we grow.
- Achieve and grow: Start your Shine journey with our in-house learning programs, where you’ll find immediate connection and be set up for success. You will be provided real opportunities to step up and grow - within your role and beyond.
Excited to join us and stand up to injustice?
Apply now and make Shine Justice a place for you.As part of The Circle Back Initiative, we want you to feel supported through our recruitment process, which means that you will hear back from our friendly team – no matter the outcome.
We are committed to making Shine Lawyers a place for you by encouraging and supporting our people to bring their authentic selves to the workplace, and as a result, we know you’ll put your best self forward while righting wrong for our clients. We’re passionate about maintaining a diverse and inclusive environment here at Shine that celebrates all of our differences with age, disability, ethnicity, gender and sexual orientation, to name a few, and we encourage applications from Aboriginal and Torres Strait Islander candidates. You bring you.
