Head of Client Care

2 days ago

Parramatta, New South Wales, Australia Gerard Malouf and Partners Full time

Gerard Malouf & Partners (GMP Law) is one of Australia's leading plaintiff personal injury and class action firms. We act only for injured and vulnerable clients.

With a strong and growing flow of enquiries generated by our marketing efforts, this role is critical to operating the client intake "engine room" and transforming leads into engaged clients.

Role Overview

The Head of Client Care & Intake Operations is responsible for overseeing the daily performance of the client care and intake function located in our Parramatta offices. This role plays a critical part in ensuring that all inbound and outbound enquiries are managed efficiently, professionally, and in line with the firm's service standards, with a strong focus on responsiveness, follow up and conversion to retained clients.

Key Responsibilities

  • Lead and manage the Client Care and Intake team in our Parramatta office, ensuring consistent service delivery and performance standards.

Demonstrated ability to utilise telephony and call-monitoring systems to review interactions, coach team members, and reinforce best-practice sales and lead management techniques.

  • Own the daily operations of inbound and outbound client enquiries, ensuring timely contact, appropriate follow-up, and effective escalation to lawyers where required.
  • Drive speed to contact and continuous improvement in enquiry handling, follow-up processes, and client experience.
  • Ensure all enquiries are accurately logged, managed, and tracked using Salesforce and Birdeye, with no enquiry left unattended.
  • Monitor and analyse intake performance, identifying trends, risks, and opportunities for improvement.
  • Ability to produce and deliver insightful, data-driven reporting on sales activity, channel performance, and individual staff outcomes to support informed decision making.

About You

  • Proven ability to run a high-volume client contact team, professional services experience desirable.
  • Strong capability in developing real-time KPI dashboards that provide clear visibility of operational and sales performance.
  • Demonstrates curiosity and a willingness to embrace artificial intelligence systems and software to enhance lead filtering, client engagement, and conversion outcomes.
  • Proven leadership experience managing high-volume client contact teams, including effective rostering, performance management, and hands-on coaching and mentoring to maximise individual and team capability.
  • Proven ability to operate and optimise CRM and omni-channel platforms (e.g. Salesforce, Birdeye, phone and SMS systems) to support lead management and client conversion
  • Demonstrated ability to engage empathetically with vulnerable clients while maintaining efficiency and process.

About Us

  • Direct access to the Partners and senior leadership team, providing strong visibility, support, and opportunities for impact.
  • Attractive salary package with bonus incentives aligned to performance.
  • The opportunity to make a meaningful impact by shaping a critical function within a nationally recognised plaintiff litigation and class action firm.

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