Shine Lawyers | Client Service Specialist
Vor 6 Tagen
Client Service Specialist - Performance & Improvement The Opportunity
Client care is at the heart of everything we do here at Shine, and because of this, the Client Service Specialist – Performance & Improvement is responsible for ensuring our teams are well equipped to look after our clients in the best way possible, while working on the front line.
With your passion for designing and delivering strong onboarding and coaching programs, analysing data, and identifying continuous improvement initiatives, you'll have the opportunity to make this role your own while working on a permanent, full-time basis from our Brisbane CBD office.
Please note that, due to the festive season, applications will not be reviewed until week commencing 6th January 2025.
With empathy, adaptability and initiative, you will:
Design and deliver training programs and materials specific to the development of our Client Service Team.
Provide onboarding sessions to new starters, and ongoing coaching to team members, by facilitating one-on-one and team-based sessions to develop skills and maximise performance.
Evaluate quality measures and analyse key performance data to identify areas of development, ensuring the best service possible is being delivered to our client base.
Take ownership of, and maintain knowledge management processes, ensuring they are up to date and accessible to team members at all times.
Apply your keen eye to spot opportunities for improvement so that we can stay ahead of the pack and deliver the best outcomes for clients.
What you'll bring
You'll have completed at a minimum, a Certificate IV in Training and Assessment, with prior experience in a contact centre environment.
Experience in developing and delivering training and onboarding programs.
You'll have a knack for analysing and interpreting performance data and using this information to make recommendations on continuous improvement initiatives.
Knowledge of contact centre systems, such as Genesys Cloud, Salesforce or the like will be advantageous.
You'll be naturally empathetic and culturally sensitive, and have a resolute passion for helping our clients, especially those who may be experiencing trauma.
You'll be a strong communicator, both verbally and in writing.
The passion, motivation, and enthusiasm to contribute to our culture and ensure it's a place where everyone can thrive.
You'll recognise and value the importance of your role in being the mentor to a team of Client Service Officers.
Shine Lawyers: Your calling to right wrong.
At Shine, purpose really matters.
It's our clients, who summon the courage to stand up to injustice.
It's the communities we are part of and support every day.
It's our team, who champion what's right and make this place what it is.
We've been standing up for the rights of everyday Australians for more than 47 years.
We've achieved a lot but you'll find no airs and graces here.
We're humble yet relentless.
We don't pretend to be anything other than ourselves.
And together, we've created a place for you to thrive.
Here are some of the things we hope you'll love about working with us:
Connect and be you: Get the flexibility and benefits you need, and work with truly authentic people.
We'll provide you with the tech and support to do your best work from your home office.
And you can enjoy the security of a large, well-established firm that treats you as a person, not a number.
Challenge and be challenged: We're not here for "easy".
We want you to take your place at Shine and make a real impact.
Question and challenge - that's how we grow.
Achieve and grow: Start your Shine journey with our in-house learning programs, where you'll find immediate connection and be set up for success.
You will be provided real opportunities to step up and grow - within your role and beyond.
Visit to find out more and read the stories of our incredible people.
Excited to join us and stand up to injustice?
Apply now and make Shine Justice a place for you.
As part of The Circle Back Initiative, we want you to feel supported through our recruitment process, which means that you will hear back from our friendly team – no matter the outcome.
We are committed to making Shine Lawyers a place for you by encouraging and supporting our people to bring their authentic selves to the workplace, and as a result, we know you'll put your best self forward while righting wrong for our clients.
We're passionate about maintaining a diverse and inclusive environment here at Shine that celebrates all of our differences with age, disability, ethnicity, gender and sexual orientation, to name a few, and we encourage applications from Aboriginal and Torres Strait Islander candidates.
You bring you.
Apply Now#J-18808-Ljbffr
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