[Hiring] Legal Receptionist & Client Intake Coordinator @D2B

Role Description

The Legal Receptionist & Client Intake Coordinator will manage incoming enquiries, rapidly convert prospective leads into consultations, coordinate legal calendars, and deliver end-to-end administrative excellence. This is a high-touch reception, client intake, and administration role designed to bridge client inquiries with the firm's legal experts. The core priority is ensuring every potential client receives a prompt, empathetic, and professional experience from their first point of contact through to their initial consultation. Speed of response, natural phone presence, and methodical follow-up are critical to driving conversion and preventing opportunities from slipping through the cracks.

Responsibilities

• Client Intake & Lead Conversion (Primary Focus)
  • Serve as the first, professional point of contact for prospective clients via phone and electronic channels.
  • Review incoming website forms, emails, and phone leads promptly to evaluate and gather preliminary intake details.
  • Confidently guide qualified prospective clients into booked appointments with the appropriate member of the legal team.
  • Send timely appointment confirmations, calendar invites, and onboarding materials.
  • Maintain a dedicated focus on converting qualified inquiries into scheduled consultations.
• Lead Follow-Up & Nurturing
  • Proactively reach out to leads using structured follow-up cadences via phone, SMS, and email.
  • Schedule recurring call attempts and maintain long-term touchpoints (spanning days to months) for complex or delayed prospects.
  • Keep comprehensive, meticulous notes of all client interactions, attempted contacts, and next action items.
• Calendar & Appointment Management
  • Coordinate and manage calendars for the firm’s legal team across multiple time zones.
  • Create and distribute Microsoft Teams links, calendar invitations, and meeting updates.
  • Ensure attorneys are fully briefed with necessary client background info ahead of scheduled consultations.
• System & Intake Administration (Setify)
  • Enter, update, and manage prospect data within Setify and integrated legal software.
  • Facilitate Setify-based intake workflows for family law (and expanding practice areas such as wills and estates).
  • Ensure data completeness and integrity across all connected practice systems prior to consultations.
• Remote Reception & Practice Support
  • Provide reliable remote reception coverage during designated hours, answering general inquiries and routing calls accurately.
  • Monitor practice inboxes, draft routine client correspondence, and organize administrative files.
  • Collaborate closely with the Practice Manager and legal team on operational and administrative tasks.

Qualifications

• Language Mastery: Exceptional, fluent spoken and written English skills (essential).
• Communication: Outstanding telephone etiquette with proven confidence conversing naturally with Australian clients.
• Relevant Experience: Background as a Receptionist, Client Intake Specialist, Appointment Setter, or Administrative Assistant.
• Conversion Focus: Proven ability to convert incoming leads or inquiries into booked appointments without using aggressive sales tactics.
• Technical Proficiency: Hands-on experience with Microsoft 365 (Outlook, Teams), calendar management tools, and SMS/communication platforms.
• Attributes: High emotional intelligence, discretion with sensitive data, meticulous attention to detail, and strong self-management skills.

Requirements

• Experience working within an Australian law firm or legal environment (preferred).
• Prior experience in Family Law, Wills & Estates, or personal legal services (preferred).
• Familiarity with Setify or specialized legal practice management/CRM systems (preferred).

What You’ll Bring

• Empathy & Professionalism: The ability to balance a warm, supportive demeanor for clients facing stressful situations with the steady composure expected of a legal professional.
• Urgency & Persistence: A drive to respond to leads instantly, coupled with the organizational skill to nurture non-responsive prospects systematically.
• Ownership: A proactive, self-directed work ethic that ensures every call, inquiry, and intake form is handled to completion.