Superannuation Enquiries Officer

LHD Lawyers are a leading national law firm specialising in personal injury claims and matters that affect every day Australians. We are passionate about driving consistency and operational efficiencies throughout the firm to support our team to provide a leading client service experience. With every action and process we are conscious of our client’s experience and are always addressing opportunities for improving client services and experience.

We pride ourselves on ensuring a positive and successful partnership for both clients and employees and we focus on developing our employees. We nurture and develop our people to help them realise their full potential and aim to craft an employee experience that is unique and meaningful to each employee. Established for 35 years, LHD Lawyers has offices across Australia and continues to grow rapidly.

About the role:

The Superannuation Project Officer is a key role within our New Enquiry Team. Acting as a representative of our LHD Group of Brands, this role is all about providing a connected and empathetic service experience, supporting our clients with potential Superannuation Insurance claim enquiries. Primarily a phone-based role with proactive outreach to our clients, obtaining updates and taking detailed enquiries, whilst achieving and exceeding key performance metrics, this position suits a motivated customer focused phone specialist, who loves connecting with people in a performance-based environment.   

The New Enquiry team works in collaboration with a team of Solicitors to create long lasting relationships with clients in need and assist them to make the decision on their legal matter.

Key responsibilities:

• This role focuses solely on Superannuation matters
• Active ownership of performance outcomes, effort and delivery towards key performance indicators
• Handling all Client interactions related to Superannuation enquiries, across phone, email and SMS channels
• Maintaining accurate and up to date working lists in Salesforce
• Proactive updating of progress updates and communication, into both Salesforce and our firm’s Practice Management Platform
• Contributing to daily tracking and weekly performance and data reporting
• Identifying opportunities across all areas of the process to increase connection and customer experience, providing insights and recommendations for process improvement

Key experience:

• 2+ years of experience in a high-volume customer service/phone-based role
• 3+ years of experience in a corporate environment, KPI metrics led structure
• Highly engaged, self-motivated and driven
• Relevant qualifications in administration, business, communication, customer engagement or equivalent (advantageous)
• Legal industry background (advantageous but not required)
• Proven administration/clerical skills
• Passionate to assist clients and support the firm’s growth objectives
• Excellent written and verbal communication skills
• Experience in Salesforce Lighting (desirable)

What we offer:

With our office in the heart of the CBD, we are a growing and progressive firm. LHD Lawyers will offer you a friendly, down to earth and professional working environment. Our culture is supportive, collaborative and inclusive and we provide ongoing training and development for all our employees. 

Other benefits include:

• Progressive and evolving team environment
• Flexible work arrangements
• An opportunity to work for an industry leader
• Be part of a growing and energetic team that offer long term career opportunities