About the Role
The Enquiry Specialist is the first point of contact for prospective clients and plays a critical role in converting client enquiries into viable legal matters.
This role is responsible for rapid response, effective triage, and seamless handover, ensuring no viable client enquiry is lost. At the same time, it is essential that every interaction is handled with genuine empathy, care, and professionalism —recognising that many clients are reaching out during difficult, stressful, or vulnerable moments in their lives.
Key Responsibilities
Immediate Client Engagement
- Answer all inbound client enquiries promptly (phone, web, referrals)
- Create a calm, supportive, and reassuring first impression for every client
- Demonstrate genuine empathy, active listening, and patience—particularly when clients may be distressed, injured, or uncertain
- Make clients feel heard, understood, and confident that they are in the right place
- Build trust quickly through a compassionate and professional approach
- Take control of the conversation with confidence while maintaining a client-first mindset
Triage & Qualification
- Assess enquiries against internal viability matrices across:
- Workers Compensation
- Motor Vehicle Accidents (CTP)
- Public Liability
- Medical Negligence
- Identify key legal and factual indicators within minutes
- Accurately capture critical information in the system
Escalation
- Conduct real-time warm transfers to solicitors, or
- Secure immediate next-step commitment (same/next day)
- Avoid passive booking — drive momentum in every interaction
Pipeline Ownership
- Take accountability for every enquiry received
- Proactively follow up missed calls, incomplete enquiries, and unconverted client enquiries
- Ensure no viable enquiry is left unattended or delayed
System & Process Discipline
- Maintain accurate, timely file notes and data entry
- Adhere to call handling standards, SLAs, and conversion protocols
- Contribute to continuous improvement of intake processes
How You’ll Be Measured
Key ways we’ll measure your impact include:
- Call answer rate / response time
- Enquiry-to-qualified-client enquiry conversion rate
- Warm transfer rate
- Time from enquiry to solicitor engagement
- Follow-up completion rate
- Data accuracy and file completeness
Skills & Experience
Essential:
- Experience in a fast-paced, client-facing role (legal intake, call centre, sales, or healthcare triage)
- Strong communication skills with the ability to build trust quickly
- Ability to think on your feet and guide conversations confidently
- High attention to detail and ability to follow structured frameworks
Desirable:
- Experience in personal injury law or legal services
- Understanding of claims processes (WC, CTP, PL, Med Neg – both in NSW and VIC)
- Exposure to CRM/case management systems
Why Join Law Partners?
- Long-term career development – we’ll train you and help you grow
- Hybrid working – enjoy flexibility once you’re up to speed
- Work with an award-winning team that values teamwork and support
- Be part of a firm that’s making a real difference in people’s lives
- Social events, wellbeing initiatives, and a vibrant, positive culture
Apply Now
If you’re ready to step into a meaningful, client-focused role and build a rewarding career with Australia’s leading personal injury law firm, we’d love to hear from you.
Join Law Partners – where your customer service skills can truly make an impact.
