Join Our Team of Family Lawyers

Drive Results with Purpose and Professionalism

Join our dynamic law firm as Client Liaison Officer and play a pivotal role in helping prospective clients take the crucial first step toward resolving their legal challenges. This role is more than just answering inquiries – it is about guiding leads to book appointments with our expert solicitors, ensuring a seamless and professional experience that sets them on a path to success.

Specialising in complex, mid-high value cases in family law and business litigation, we pride ourselves on delivering exceptional outcomes for our clients. You will get satisfaction from booking appointments because you are facilitating access to premium legal services and potential solutions. Don’t just take our word for it—check out our outstanding Google reviews!

As a Client Liaison Officer, you will be part of our high-performing Business Development team, filling the sales pipeline with quality leads that make a significant contribution to the firm’s success. All inquiries that you process are warm leads, generated by our marketing efforts and outstanding reputation. You will not be required to do any cold calling from databases. This is a high-impact role where your results will be recognised and celebrated for quality as well as conversion.

Why Choose Us?

At the heart of our firm is our People First philosophy. We are committed to attracting and nurturing top talent, ensuring our team members feel valued and supported. We believe that our employees are central to the success of our business, and putting them first, is a critical step towards delivering outstanding client experiences.

About the Role

We will provide comprehensive training to ensure you have the knowledge and tools to identify and prioritise high-value leads, matching them with the right solicitor based on their needs. By scheduling more qualified leads, you’ll significantly enhance the solicitor’s ability to convert those leads into clients.

In this role, you’ll handle inquiries generated by our marketing efforts, processing phone and website inquiries for a range of legal matters – from family law to business litigation. While most of your time will be spent scheduling appointments for Delaney Roberts Specialist Family Lawyers, you will also support our associated firm, Roberts Crosbie Mortensen Lawyers.

Using our proven scripts, you’ll assess the lead’s needs, encourage appointment booking, and keep conversations professional—ensuring clients feel heard without offering legal advice. It’s a delicate balance that requires empathy, focus and skill, as many leads may be navigating challenging circumstances.

Key Responsibilities

• Guide Conversations with Purpose: Ensure each lead feels “heard” while maintaining a clear focus on booking appointments.
• Evaluate and Prioritise Lead Quality: Assess each inquiry using our scripts, recommending the best solicitor and service to match the lead’s needs and deliver our company’s business objectives.
• Facilitate Appointments: Schedule initial fixed-fee consultations and handle payment processing smoothly.
• Address Concerns: Professionally answer questions about our process or fees, ensuring leads feel confident in proceeding with an appointment.
• Proactively Follow Up: Reconnect with leads you have been unable to reach to maximise conversion opportunities.
• Track & Report: Maintain daily reports to track your progress and debrief with the team in daily huddles.
• Work Management: Manage time efficiently, schedule using Microsoft Office, manage workflow and input data in our legal software (Clio and LEAP) with a focus on accuracy and detail.
• Meet KPI’s: Achieve a monthly conversion rate of 65% or more, turning inbound inquiries into booked appointments.
• Develop Expertise: Continually develop your knowledge about our services and solicitor specialties to boost your conversion success.

About You

We are looking for someone who thrives in a goal-driven, client-facing role. You will excel in this position if you:

• Have excellent communication and interpersonal skills.
• Are adept at keeping conversations focused and productive.
• Stay calm and professional when working with clients in stressful or emotional situations.
• Are highly organized, detail-oriented, and tech-savvy.
• Bring experience in corporate customer service (legal or professional services) or a call centre environment (banking or insurance).
• Are results-driven and motivated by meeting KPIs.
• Have a proven track-record of adapting to new processes and software platforms.

What’s in it for you?

• Training & Development: Comprehensive training to enhance your knowledge of our legal services, the expertise of our solicitors, and our business development strategy.
• Flexibility: We offer flexible work options, including hybrid or fully remote arrangements within Australia (aligned with NSW business hours) for the right candidate.
• Employee Recognition: Celebrate your success through reward programs and ongoing recognition.
• Location: Enjoy access to our modern office in Newcastle’s CBD, with greenspaces, light rail, and public transport nearby.
• Wellbeing Support: Benefit from our Employee Assistance Program, offering 24/7 support for you and your immediate family.