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

Due to internal promotion, we currently have an opportunity for a Client Support Team Leader to join our Client Support Team on a full-time, 12-month fixed term contract in our Melbourne CBD office. As a Team Leader, you will lead a team of passionate Client Support Coordinators who are the first point of contact for all new clients. Your team is the face of our business, creating positive client experiences by managing incoming calls and emails as well as outbound calling to clients after the initial client interview.

Our Client Support Team operating hours are from 8am-7pm, Monday–Friday. The Team Leader position will work on a rotating roster, 7 hours per day from either 8am-4pm, 9am-5pm, 10am-6pm or 11am-7pm.

Key responsibilities

• Coaching and developing the team against established KPI’s and identifying where further support is needed, listening to feedback, celebrating success and resolving any issues/conflicts
• Identify and recommended process improvements to the Client Support Manager and implement agreed process improvements
• Building strong working relationships with key stakeholders, working collaboratively and supporting other business units and practice areas
• Coordinating the rostering of Client Support Coordinators within the Client Support Team
• Facilitate problem solving and collaboration
• Generation of statistical reporting, analysis of data and call monitoring for quality assurance purposes

The experience we are looking for

We are looking for a passionate and agile leader who is focused on providing support and development on their people. You will foster a team culture of openness, continuous improvement, creative thinking and deliver exceptional client experiences.

In addition, you will have:

• Experience in coaching and developing others
• Previous experience within a contact centre environment or in a people management role (legal background or professional services experience desirable)
• Mature confident approach to working with others with experience managing complaints or escalations with excellent written and verbal communication
• Critical thinking and problem-solving skills

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.