Service Navigation and Client Support Lead

About BCLS

Barwon Community Legal Service is an independent, not-for-profit organisation that has supported communities across the Barwon region since 1986. We provide legal information, advice, advocacy, social work, referrals and community education, with a focus on people experiencing disadvantage and vulnerability.

Our work is grounded in access to justice, collaboration and supporting people through challenging circumstances. As demand for our services continues to grow, we are seeking an experienced and people-focused leader to oversee our service navigation, intake and client support functions.

About the role

As the Service Navigation and Client Support Lead, you will lead the team responsible for client intake, service navigation, referrals, reception and legal administration support across BCLS. Working closely with the Managing Lawyer and broader leadership team, you will ensure people seeking assistance are connected to the right support at the right time.

This role combines operational leadership, client-centred service delivery and continuous improvement. You'll play a key role in enhancing the client journey, strengthening referral pathways and building the capability of a highly valued team.

Key responsibilities

·         Lead the delivery of intake, service navigation and referral functions across BCLS.

·         Manage and support a team of reception and legal administration staff.

·         Coordinate workflows and ensure the efficient allocation of work and resources.

·         Identify opportunities to improve service delivery, client experience and referral pathways.

·         Support the effective delivery of family violence services through client engagement, referral coordination and administrative support.

·         Maintain high-quality systems, processes and records to support service delivery, reporting and compliance.

·         Act as an Actionstep super user and support staff capability in the effective use of client management systems and digital tools.

·         Foster a trauma-informed, culturally safe and client-focused approach across all interactions.

About you

You are an experienced people leader who enjoys improving systems, supporting staff and helping clients access the services they need. You bring a balance of operational capability and genuine commitment to client-centred service delivery.

To be successful, you will have:

·         Experience in a legal practice, community legal centre, family violence service, court environment or similar setting.

·         Experience leading or supervising administrative, intake, reception or client services teams.

·         Strong organisational, workflow management and problem-solving skills.

·         The ability to build positive relationships with clients, colleagues and external service providers.

·         Experience working with digital systems and case management platforms, with Actionstep experience highly regarded.

·         An understanding of trauma-informed practice, cultural safety and supporting vulnerable communities.

Why join BCLS?

At BCLS, you'll be part of a supportive and purpose-driven organisation committed to improving access to justice in our community.

We offer:

·         Five weeks annual leave.

·         Three additional leave days between Christmas and New Year.

·         Annual leave loading.

·         Generous salary packaging benefits.

·         Hybrid working arrangements.

·         Opportunities for professional development and growth.

·         The chance to lead meaningful work that improves outcomes for people across the Barwon region.

·         How to apply

How to apply

Submit your résumé and a cover letter outlining your suitability for the role. You can find a copy of the position description on our website here.

https://www.barwoncommunitylegal.org.au/work-with-us/

Applications close: 6th November 2026

For more information, contact: [email protected]

Barwon Community Legal Service is committed to a diverse, inclusive and culturally safe workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, people from culturally and linguistically diverse backgrounds, and people with lived experience relevant to our work.