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Join our team as a Client Services Representative

Are you the friendly, empathetic voice people remember? Fern Lawyers is a plaintiff personal injury law firm offering compassionate and expert legal support to those navigating the most challenging periods of their lives. We’re looking for a Client Services Representative to be the first point of contact for new enquiries—and the first step in making a difference in someone’s life. As a firm on a mission to Help More, we’re proud of our values-led, compassionate approach. In this role, you’ll help clients navigate vulnerable moments with care, accuracy, and professionalism across workers compensation.

About the Role

As a Client Services Representative, you’ll be the first point of contact for all inbound client enquiries. This includes engaging with prospective clients via phone, web, email, and live chat to understand their situation, qualify their matter, and schedule appointments with our Legal Services team. You’ll also support the client intake process with administrative sales support—investigating policies, preparing cost agreements, and ensuring all documentation is ready for a smooth transition. You’ll play a critical role in shaping the first impression of Fern Lawyers and identifying opportunities to cross sell legal services.

Responsibilities

1. Client Engagement

· Proactively handle inbound enquiries across phone, web, email, and live chat

· Ask the right questions to understand client needs and assess suitability

· Provide empathetic, informative, and professional client experiences

· Accurately capture details in HubSpot (CRM), schedule solicitor appointments and manage pre and post appointment communication.

· Identify and appropriately act on opportunities to cross-sell relevant legal services

2. Administrative Sales Support

· Prepare onboarding documents: cost agreements, authorities, and attendance sheets

· Investigate policy or case-related details to support the solicitor team

· Maintain accurate records across CRM and Practice Management software

· Ensure documentation is accurate, organised and complete for a seamless transition to the Legal Services team

3. Service & Performance

· Work to defined KPIs for responsiveness, lead conversion, and client satisfaction

· Support reporting and performance tracking of new client enquiries

· Contribute to improvements in process, client care, and team effectiveness

Qualities You Have

· Excellent phone manner and a positive and solutions-oriented mindset

· Strong communicator with empathy and attention to detail

· Someone who’s calm under pressure and motivated by helping others

· Comfortable working towards KPIs in a performance driven, growth environment

· Tech-confident and familiar with CRM applications (HubSpot highly desirable)

· Experience in a client intake or relations role (highly desirable)

Why Join Fern Lawyers?

· Join a growing firm with a strong purpose and a people-first culture

· Make a meaningful impact from the very first interaction, helping individuals get the support needed to navigate the legal process and obtain the compensation they deserve.

· Enjoy a fresh and vibrant new office space in the heart of Sydney CBD.

If you are interested in applying please email contact@fernlawyers.com.au

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