AddressLHD Lawyers are a national leading law firm specialising in personal injury claims and matters that affect every day Australians. We are passionate about driving consistency and operational efficiencies throughout the firm to support our team to provide a leading client service experience. With every action and process we are conscious of our client’s experience and are always addressing opportunities for improving client services and experience.
We pride ourselves on ensuring a positive and successful partnership for both clients and employees and we focus on developing our employees. We nurture and develop our people to help them realise their full potential and aim to craft an employee experience that is unique and meaningful to each employee. Established for 30 years, LHD Lawyers has offices across Australia and continues to grow rapidly.
About The Role:
The New Enquiry Advocate is a key role within our New Enquiries Team, acting as the first representative of our LHD Brand to potential clients in a predominantly phone-based role. This role is all about providing a connected and empathetic service experience, actively listening to our potential clients, accurately capturing the details of their personal injury and impacts and guiding potential clients through our LHD process.
Centralised in our Sydney Head Office, the New Enquiries Team serve customers nationally across Australia and collaborate internally across a broad team of professional and self-motivated team members, including our in-house Solicitors.
Some of the key responsibilities include:
- Responsible for processing new client enquiries.
- Being present on New Enquiries inbound phone queue, answering new enquirers.
- Being proactive on New Enquiries outbound leads queue, calling website and referral enquirers.
- Engaging with clients across Phone, SMS, Email and Postal communications.
- Taking details New Enquiry Forms, relevant to the enquirer’s injury type.
- Submission of New Enquiry Forms to relevant Reviewing Solicitors.
- Proactively contacting enquirers for any further information required, to complete their enquiry.
- Ensuring all activities and updates are correctly and accurately tracked on both enquirer and enquiry records.
- Proactively raising with team and management any issues that impact our ability provide the best experience to our potential clients.
- Actively assisting the team to ensure efficient work practices are maintained.
About You:
We are looking for a diligent and professional individual with an engaging and hardworking attitude. You will have the ability to work autonomously whilst also collaborating in a team environment and demonstrate the following:
- 1 to 2 years of experience in a high-volume Customer Service/phone-based role.
- Demonstrated experience in administration, ideally gained in a legal or professional services environment.
- Experience in Salesforce Lighting (Desirable).
- Strong orientation for quality Customer Service delivery, and pleasant attitude on the phone.
- Strong communication skills, both written and verbal.
- Demonstrate highest level of professionalism, empathy, responsibility and ownership.
- Proficient in using MS Office.
- Adaptable and flexible nature.
- Highly organised with a strong attention to detail.
- An ability to prioritise and escalate workflows and enquiries when required.
What we offer:
With our office in the heart of the CBD, we are a growing and progressive firm. LHD Lawyers will offer you a friendly, down to earth and professional working environment. Our culture is supportive, collaborative and inclusive and we provide ongoing training and development for all our employees.
Other benefits include:
- Competitive salary package
- Progressive and evolving team environment
- Flexible work arrangements
- An opportunity to work for an industry leader
- Be part of a growing and energetic team that offer long term career opportunities
