Client Experience Coordinator

2 weeks ago

North Adelaide Melbourne St, Australia BespokeHR Full time

Make a positive impact on the client's experience with SA Best Boutique Law firm
- FT position, working in a dynamic, supportive, and success-focused environment
- Fantastic office space, located in North Adelaide

**About the Opportunity**:
Are you looking for the opportunity to showcase your high-quality customer experience capabilities? Do you love being able to make a positive impact in the lives of others and like the sound of supporting and nurturing clients as they navigate one of the most challenging personal experiences? Then look no further

This is an exceptional opportunity for someone looking to align their career with an organisation with a strong purpose, adds meaningful value to their clients, is ahead of their competitors, and has a thriving high-performance workplace culture.

**About our Client**:
Resolve Divorce is a leader in Family Law, recognised as Australia’s Best Boutique Law Firm 2023, Resolve Divorce has a clear purpose; to improve the way couples experience divorce in Australia and to help lessen its impact on them and their children; financially and emotionally.

Located in Melbourne Street, North Adelaide in a newly refurbished office, Resolve Divorce use the skills, experience, and passion of their legal and operations team to deliver an exceptional client experience.

**About the Position**:
Reporting directly to the Founding Partner and Visionary, the Client Experience Coordinator plays a pivotal role in ensuring exceptional experiences are consistently delivered for clients, referral partners and stakeholders. The position will support the journey of the client across their entire engagement with Resolve. Commencing from the initial enquiry or referral process and conversion to a new client, the Client Experience Coordinator alongside the Legal Services Team, will help to keep the client engaged and supported throughout their journey.

Resolve Divorce know how important it is to support and nurture their clients whether they are thinking about separating or have already done so. This critical position will manage all new client enquiries providing high quality first impressions and ensuring the utmost professionalism and care is applied to every interaction.

The Client Experience Coordinator acts as the key position in supporting and connecting the client with signature support programs offered by Resolve Divorce whilst they navigate their legal strategy with the support of the legal services team. The Client Experience Coordinator in responsible for ensuring clients understand and engage with customised in-house programs designed to support their long-term wellbeing, confidence, and financial position for both today, and in the future.

Other key responsibilities include monthly reporting on client conversion and retention, identifying and improving processes and systems of work, and conducting regular client pulse checks around client satisfaction and quality of experience.

**‘What you look like’ and need to demonstrate to be successful’.**
- Minimum of 5 years' experience in a client experience, client relationship, account management or sales role.
- Proven experience managing an end-to-end customer experience where the key responsibilities focus on engaging the client throughout their service provision with a business.
- Strong collaborative experience working with other employees providing service to the same client to ensure continuity, consistent communication and client messaging, and efficiency.
- Highly effective influencing skills, problem solving, decision making and converting leads to sales.
- Experience working in a professional services business or industry requiring high levels of client engagement.
- Highly effective verbal and written communication, influencing others and negotiation ability to ensure successful achievement in establishing and maintaining high quality relationships with clients, referral partners and stakeholders.
- The ability to demonstrate compassion, emotional intelligence, and empathy with clients.
- Exceptional planning, scheduling, time management and service delivery skills.
- High levels of attention to detail, accuracy, and quality.
- Proven experience reviewing, recommending, and developing new and existing workflow processes, quality standards and opportunities for improvement.
- Proficient knowledge of general office administration practices and procedures.
- Performance focused with the ability to adapt an approach and strategies to achieve results.
- Willingness to learn and understand the basics of Family Law to better provide service and support to clients.
- Intermediate-level proficiency in MS Office (Word, Excel, PowerPoint, Outlook)
- Experience in data input, reporting, and analysis using a CRM.

**Why consider working for Resolve Divorce Lawyers?**
- Be part of a successful, high growth business with an exciting future.
- Dynamic, stable, and passionate team with a great culture and focus on client exper

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