Client Experience Coordinator

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Client Experience Coordinator | Boutique Law Firm of the Year

BlackBay Lawyers is a leading litigation firm headquartered in Sydney, recognised as Boutique Law Firm of the Year 2024. We specialise in commercial litigation, employment law and defamation. We are trusted by ASX-listed executives, fast-scaling tech founders and public figures to resolve sensitive and complex disputes where revenue and reputation are at stake.

As we continue our rapid expansion, we are seeking a polished, high-energy Client Experience Coordinator to own the firm's first interactions - in person and over the phone - set the tone for our service, and keep the front-of-house running flawlessly.

Key Responsibilities:

• Own the first impression: Be the face and voice of BlackBay - welcome visitors, host the lobby experience (refreshments, confidentiality seating, wait-time updates), and answer/triage inbound calls and web/email enquiries using a escalation matrix.
• Front-of-house operations: Prepare and reset meeting rooms (signage, AV/video links, stationery, water); manage visitor logs, couriers and building liaison.
• First-contact routing & expectations: Provide accurate information about the firm's services and next steps; ensure enquiries are routed to the right lawyer/team with concise file notes.
• Scheduling & logistics: Coordinate multi-calendar diaries for Clients/Partners/Senior Associates with buffers; align room/video bookings; run a daily "diary sweep" to prevent clashes/overruns and protect core hours.
• Documentation & onboarding support: Send first-touch information packs (identity/conflict checks, firm information, required materials); coordinate with Finance on any prerequisites where required.
• Systems & data hygiene: Maintain same-day, accurate records across Smokeball/Calendar/VOIP; keep contact cards current; follow firm naming conventions and checklists.
• Reporting & improvement: Produce & maintain a simple weekly client dashboard

Who We Are Looking For:

• A front-of-house natural: well presented, warm, confident and calm under pressure.
• Proactive, autonomous and commercially aware; thrives in a fast-paced, growth environment.
• A precision operator: detail-driven with strong written and verbal communicator.
• Comfortable with multi-calendar scheduling, VOIP systems and CRM/practice software.
• Backgrounds that excel include premium hotel/concierge, airline lounges/cabin crew, corporate reception at top firms, or legal admin with a passion for client experience.

What We Offer:

• Client Engagement: You will own BlackBay's first interactions - an influential, high-trust position with real autonomy.
• Culture: Collegiate, ego-free, high standards, mutual respect, relentless focus on outcomes.
• Mentorship & Career Development: Direct involvement with the Chief of Staff / Head of Clients and personalised development.
• Accelerated Growth & Rewards: Advancement based on capability and impact, not time served.
• Market-Leading Offices & Conditions: State-of-the-art environment in Sydney CBD.
• Memorable Events: Celebrate wins and join events you'll remember.

Our People:

Our strength is our people. BlackBay's impressive growth since our founding in 2022 is a testament to the talent and dedication of our team. The culture we have created allows the right individuals to thrive and progress faster than anywhere else. We are a firm for ambitious people.

How to Apply:

If you are interested in joining our exceptional team, please click Apply or send your CV to team@blackbaylawyers.com.

Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionAdministrative
• IndustriesLegal Services

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