Client Service Manager

A specialist city-based boutique family law firm is seeking a Client Service Manager to join their dedicated team of lawyers and administrative personnel in Melbourne.As the primary point of contact for clients, you will play a pivotal role in ensuring seamless client onboarding, file management, and workflow coordination. The firm values inclusivity and collaboration, providing a supportive environment where your interpersonal skills and commitment to excellence will be nurtured.

What you'll do:

Your day-to-day responsibilities will revolve around supporting both legal professionals and administrative staff by facilitating smooth client interactions from initial enquiries through ongoing communication. You will oversee onboarding processes for new clients—drafting essential agreements—and ensure accurate file management across digital platforms.

• Assist the Principal and lawyers with daily client-related work, ensuring all tasks are completed efficiently and accurately.
• Support firm management by collaborating with external accounts providers and handling various administrative responsibilities.
• Work closely with accounts personnel to manage client matters including trust accounting, invoice processing, billing cycles, prepayment demands, trust transfers, journal requests, and reimbursements.
• Draft and oversee the onboarding process for new clients by preparing Legal Services Agreements, authorities, and initial advice documents for lawyer review.
• Supervise Client Liaison staff by managing their time effectively and ensuring timely completion of tasks using Microsoft TO DO lists.
• Enter billable and non-billable time accurately while training Client Liaisons to do the same; monitor budget compliance for yourself and your team.
• Handle all aspects of file closure; supervise Client Liaison staff in closing files when appropriately trained; report progress to the Principal regularly.
• Act as the primary point of contact for all clients from initial enquiry calls through daily phone and email interactions.
• Draft client-related documents under lawyer supervision using firm IP and AI tools; facilitate information sharing with clients, other law firms, barristers, valuers, single experts, and others.
• File documents online via court portals; manage correspondence and documents within the firm's cloud-based system to ensure compliance with file maintenance policies.
• Contribute to precedent creation and management; maintain firm processes, procedures, style guide, manual, and participate in ongoing refinement initiatives.
• Create and maintain workflow by reporting at fortnightly meetings; chair meetings or organise rotating chair rosters as needed.
• Assist with social media activities including maintaining blog rosters as well as supporting marketing efforts and CPD presentations or engagements.
• Ensure efficient management of the physical office by monitoring supplies and replenishing them as necessary; maintain certified copies of client agreements such as Financial Agreements or Binding Child Support Agreements.

What you bring:

• Excellent interpersonal skills that enable you to build rapport with clients from diverse backgrounds while fostering positive relationships within the team.
• Strong organisational abilities allowing you to manage multiple tasks simultaneously including supervising others using digital task management tools such as Microsoft TO DO lists.
• Proficiency in drafting legal documents including Legal Services Agreements; familiarity with onboarding processes is highly desirable.
• Ability to handle financial administration tasks such as trust accounting matters, invoice processing, billing cycles, prepayment demands, journal requests or reimbursements with accuracy.
• Experience managing correspondence/document exchange via cloud-based systems; comfortable filing documents online through court portals or similar platforms.
• Capacity for precedent creation/management; willingness to contribute actively towards refining firm processes/procedures/style guides/manuals.
• Competence in supporting marketing activities including social media/blog maintenance/CPD presentations/engagements alongside regular office management duties like supply monitoring/replenishment.

What sets this firm apart:

This specialist boutique firm stands out for its unwavering commitment to inclusivity. Located centrally in Melbourne it offers a welcoming environment where every team member’s contributions are valued regardless of experience level—from students/graduates/post-admission lawyers through seasoned professionals.

The firm fosters knowledge sharing through regular meetings, open dialogue, and ongoing training opportunities, ensuring everyone feels supported empowered throughout their career journey. Flexible working arrangements further enhance work-life balance while generous support structures encourage personal growth skill enhancement at every stage.

What's next:

If you are ready to embark on an exciting new venture, apply directly or get in touch to learn more.

Lucas.aparo@robertwalters.com.au

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Lucas Aparo on 03 8628 2118 for a confidential discussion.