This is a Client Support Team Leader role with Maurice Blackburn Lawyers based in Melbourne, VIC, AU Maurice Blackburn Lawyers Role Seniority - mid level More about the Client Support Team Leader role at Maurice Blackburn Lawyers Company Description 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 Here are our exceptional Team MB Benefits: Ongoing coaching and career development opportunities 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 22 Weeks Parental leave with your superannuation guaranteed and back-to-work transition policy Rewards and recognition platform with fitness, retail, and entertainment 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. Additional Information 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 Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Maurice Blackburn Lawyers team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Coaching and developing the team Identifying process improvements Building strong relationships Key Strengths Coaching and developing others Critical thinking and problem-solving skills Excellent written and verbal communication Contact centre experience Data analysis ⚖️ Conflict resolution A Final Note: This is a role with Maurice Blackburn Lawyers not with Hatch.
