We welcome fearless thinkers.

For over 100 years, Maurice Blackburn has stood up for those who need us most. With courage and compassion, we extend access to justice to countless Australians. We look beyond the immediate challenge to support people in moments that matter across their lives, and continually push for better solutions for our clients. We invest in and empower our people to stand up for what we believe in and go fearlessly forward together.

We work on real cases, achieving important and positive results in real people’s lives, which is why we are one of Australia’s most respected law firms. Maurice Blackburn, experience you can count on.

About the role

We are seeking an experienced and dynamic Knowledge Team Lead to join our Melbourne Client Support Team on a full-time, permanent basis. This newly created position will be responsible for overseeing the training, continuous learning & development, and performance management of the team, ensuring that the department operates efficiently and meets its strategic objectives.

This role will be responsible for managing and coordinating the roll-out of initiatives and improvement activities, ensuring the successful implementation of changes. The ideal candidate will design and execute continuous learning strategies, incorporating business and legislative changes, optimisation initiatives, and digital transformation. The ideal candidate will have a passion for continuous improvement, and a deep understanding of training processes, data analytics and customer service.

Key Responsibilities

• Designing and managing Learning & Development strategies that address ongoing business changes, compliance training, and performance improvements
• Coordinating an annual calendar of activities, including compliance training, eLearn modules, and performance improvement workshops
• Identifying improvement areas to enhance team performance, collaborating with cross-functional teams
• Designing and delivering induction training to ensure new personnel meet performance standards and are aligned with STC (Speed To Competency) timelines
• Fostering a culture of continuous improvement within the Client Support Team
• Reporting on performance metrics and quality outcomes to senior management

The experience we are looking for

• Proven experience in a team lead role within a training or knowledge management environment
• Experience with Contact Centre technology platforms is highly desirable
• Strong data analysis and reporting skills
• Ability to drive continuous improvement through innovation and process enhancements
• Excellent communication, organisational, and problem-solving skills
• Strong understanding of compliance and quality control in a customer service setting
• Experience with managing teams and fostering a positive, inclusive culture

Our People Commitment comes with the following benefits:

• Ongoing coaching and career development opportunities
• 22 Weeks Parental leave with your superannuation guaranteed and back-to-work transition policy
• End of Year leave, 1 day first year, 4 days after 2 years
• Comprehensive mental health framework, including wellbeing leave (up to 4 extra days per year) and $299 reimbursement
• Fitness and wellbeing discounts
• A hybrid flex working model
• Salary Continuance & Life Insurance
• 17.5% Annual Leave Loading

… just to name a few. *T's & C's apply

Our shared values represent what we stand for and guide how we act, with Courage; Compassion; Collaboration; Fairness and Tenacity.

We love that you have a life outside of work and we’re happy to support yours. We provide you a safe, supportive and collaborative environment, backed by inclusive leaders and progressive people policies, where you can be your authentic self and thrive. Here we are committed to creating a diverse and inclusive culture, enriched by differences in ethnicity, gender, sexual orientation, gender identity, disability, religion, age and family arrangements. Applications from First Nations People are encouraged.

Are you ready to join us on a journey to extend access to justice to more Australians, in an organisation and role in which every action you take makes a difference? Apply now.

Our Circle Back Initiative partnership means we’re committed to responding to every applicant.

Please note that all successful candidates will be required to undergo background checks as part of our commitment to maintaining a safe and compliant workplace