Duties:
First‑point contact duties
— Act as the initial contact for public and professional enquiries, complaints, and assessments, delivering high‑quality service and supporting confidence in the legal sector.
Triage and escalation
— Assess incoming contact, determine appropriate pathways, and escalate matters when required.
Enquiry and complaint handling
— Manage first‑ and second‑tier enquiries by providing accurate information, referrals, assistance, and resolving straightforward complaints and routine matters.
Team and reception support
— Support team operations, assist with frontline reception on a relief basis, and provide training to reception staff.
Stakeholder liaison
— Communicate effectively with legal practitioners, law practices, tertiary institutions, professional associations, the public, and other stakeholders.
Review and assessment
— Review documentation to quickly identify issues, assess applications, and develop resolution options.
Regulatory assessments
— Undertake assessments for routine applications including practising certificates, insurance, renewals, registrations, continuing professional development, and trust account requirements.
Documentation and record‑keeping
— Prepare accurate records, documentation, and maintain internal systems.
Reporting
— Produce standard reports and ensure data integrity.
Data monitoring and improvement
— Monitor and analyse data to identify issues, collaborate across teams, share insights, and contribute to continuous process improvement.
Required:
- NPC within 6 months
- Relevant experience in a customer service, complaint handling, regulatory environment.
To apply:
Email Sarah your resume:
saraho@integritystaffing.net.au
