Client Enquiry Coordinator

Client Enquiry Coordinator

Coutts Lawyers & Conveyancers are currently recruiting a Client Enquiry Coordinator to join our team on a full-time basis. This role can be based at any one of our 5 office locations (located in South West Sydney / Illawarra) with the potential need for travel to other office locations from time to time. 

About Coutts Lawyers & Conveyancers

Coutts was established in 1999 and has brick-and-mortar offices in Narellan, Camden, Campbelltown, Wollongong, and Tahmoor. In addition to these, we have dynamic hot office locations in the CBD’s of Sydney, Parramatta, and Newcastle. 

Our firm is dedicated to and renowned for providing high quality legal services across a diverse range of areas, including Commercial Law, Commercial Litigation, Criminal Law, Employment Law, Family Law, Injury Compensation, Property Law, Conveyancing, and Wills & Estates.

Role responsibilities

The Client Enquiry Coordinator will play an important role in ensuring the seamless delivery of our client service commitments. The aspects of this role include:

• Taking initial client enquiries for Wills & Estates, Commercial, Family, Criminal & Disputes.
• Booking appointments for new enquiries and Fair Work pro bono appointments.
• Updating client information on various internal registers and forms.
• Tracking referral sources.
• Responding to client enquiries in a prompt and professional manner.
• Providing comprehensive information of Coutts products, services and company policies to address client enquiries effectively.
• Coordinating with the wider team to ensure seamless communication and consistent service delivery to clients.
• Assisting in the development and implementation of client service strategies to enhance customer satisfaction and loyalty.
• Monitoring client feedback and identifying opportunities for improvement.
• Maintaining effective business relationships with key stakeholders in the business.
• Communicating changes to the team regarding changes to products of services.
• Building long term relationships with local business networks to ensure the continued growth of the business by attending networking events, business development events and other marketing related activities.
• Documenting client interactions, enquires and resolutions in the Coutt’s CRM system.
• Ensuring the CRM stays updated with relevant information.
• Producing LEAP ( practice management system ) reports as required.
• Updating EDM campaign analysis on a quarterly basis.

Who are we looking for?

The successful applicant will be personable, have a customer-orientated attitude along with strong communication skills, attention to detail and the ability to effectively collaborate with internal teams to address client enquiries. In addition, you will have:

• Knowledge of the legal industry (preferable but not essential)
• Previous Client Enquiry/customer service experience 
• Experience in establishing systems and processes within a growing business
• Knowledge of CRM systems
• 3+ years office experience 
• Experience with LEAP software desirable 
• Certificate III in Legal Services desirable 

Why choose Coutts?

We are a vibrant and thriving law firm, operating in Australia’s fastest growing region, that has been continually recognised for its success and dedication to customer satisfaction. You will be joining a highly energetic and supportive team who are regularly offered the opportunity to participate in team bonding activities and social gatherings.

If you believe you're a fit, please click the 'Apply Now' button and attach your resume and cover letter.