Client Engagement Coordinator

About PCL Lawyers

At PCL Lawyers, our philosophy is "Concise Legal Advice. Commercial Understanding." We provide precise, practical legal solutions while embracing modern, innovative ways of working. Our Client Engagement Team is the first point of contact for new clients, ensuring their journey with us begins with professionalism, efficiency, and care.

We pride ourselves on fostering an inclusive, forward-thinking culture that values mutual respect, high performance, and a genuine commitment to client outcomes.

Position Summary

We are seeking a detail-oriented and tech-savvy Client Onboarding Coordinator to join our dynamic legal team. This role is pivotal in ensuring seamless and professional experience for new clients as they engage with our firm. The successful candidate will be responsible for triaging incoming matters across commercial, litigation, and property law, and allocating them to the appropriate legal teams. Legal experience and strong comfort with technology are essential.

This role is particularly suited to someone tech-focused, with strong experience in CRM systems (ActiveCampaign preferred), automation, and client workflows. Exposure to the legal industry or professional services is highly desirable, as is comfort in a sales-style environment where building rapport and guiding clients confidently is key.

Key Responsibilities

Client Intake & Onboarding

• Serve as the first point of contact for all new enquiries (calls, emails, web enquiries).
• Conduct initial client interviews to gather relevant information and documentation.
• Schedule consultations with lawyers, ensuring timeliness and alignment with client needs.

Matter Triage & Allocation

• Assess the nature and urgency of new matters.
• Allocate matters to the appropriate legal team or practitioner based on expertise, availability, and complexity.
• Maintain a clear and auditable record of triage decisions and allocations.

Process & Workflow Management

• Use legal practice management software to track onboarding progress and status.
• Collaborate with lawyers and administrative staff to ensure a timely and accurate   matter setup.
• Identify and escalate urgent or high-risk matters as needed.

Technology & Systems

• Leverage technology to streamline onboarding and triage processes.
• Maintain and improve digital forms, templates, and workflows.
• Provide feedback on system enhancements and participate in tech rollouts or training.
• Leverage ActiveCampaign and related tools to capture, track, and automate workflows.
• Drive systemisation of client engagement — streamline touchpoints, automate reminders, and ensure consistent lawyer follow-up.
• Generate client insights, pipeline reports, and conversion metrics for management.

Client Experience

• Ensure professional, empathetic, and efficient onboarding experience.
• Build trust and rapport to ensure clients feel supported from first enquiry through resolution.
• Communicate clearly with clients regarding the next steps, timelines, and   expectations.
• Uphold the firm's values and commitment to client service excellence.

Key Requirements

• Legal Experience: A legal background or some legal experience.
• Tech Proficiency: Comfortable using legal practice management systems (e.g., LEAP, Actionstep, Practice Evolve), CRM tools, and digital intake platforms.
• Strong knowledge of CRM platforms (ActiveCampaign, Salesforce, or similar).
• Communication Skills: Excellent written and verbal communication skills with a client-centric  approach.
• Comfort with sales and client conversion, with excellent communication and persuasion skills.
• Highly organised, tech-focused, and process-driven.
• Organisational Skills: Strong attention to detail, ability to manage competing priorities, and work autonomously.
• Team Collaboration: Ability to work effectively with lawyers, support staff, and management.
• Problem Solving: Proactive in identifying issues and proposing solutions.