Client Operations Lead

• Henderson, Auckland

• Full time (40 hours)

• $69,000 – $79,000 per year

We're looking for an experienced and people-focused operations leader to take charge of our client services and office operations at Waitematā Community Law Centre.

This is a central role in a growing organisation. You will have the opportunity to shape how we work and help take our client services, office management, and team collaboration to the next level.

About us

Waitematā Community Law Centre is one of New Zealand’s largest independent Community Law Centres. We are in a growth phase, with an experienced new management team committed to expanding our reach and impact. To do that, we need great people like you!

We are funded to deliver free legal advice and education to a 450,000+ people living in West Auckland, North Shore and Rodney. With mahi that is uniquely interesting and rewarding, our team positively expands access to justice in our community and every day is helping clients achieve life changing results. 

Our team includes a dozen paid staff (mostly lawyers) and an extended team of volunteer law students and pro-bono lawyers. While our staff are all based out of our main office in Henderson, we deliver outreach clinics and education sessions across our Waitematā catchment.

About the Role:

This is a rare opportunity to help shape the backbone of our organisation as we enter an exciting new chapter. Our legal team is growing, our reach is expanding, and we’re ready for a fresh take on how we work most effectively for clients. If you love creating systems, streamlining processes, and keeping things running smoothly - this role is for you.

You’ll manage everything from client interactions to database development, from volunteer coordination to resource development. It's a dynamic role where no two days are the same. Most of all, you'll be making a tangible difference - for your team, and for the community we serve.

The role is 40 hrs a week, mostly Monday to Friday, 8.45am to 4.45pm with one night a week evening work possible in the future. Clean driver’s license required.

A quick look at what you’ll be doing:

• Overseeing the day-to-day administration of the office, including systems, processes, and resources, ensuring a productive and efficient environment.

• Hands-on in engaging with clients at reception both in person and over the phone (around 35% of role)

• Coordinating schedules and appointments to ensure our calendars allow timely service delivery and maximise our staff resources.

• Oversee our client database software (Actionstep) to ensuring our records are up to date, error free and reflect work done by our team to maximise accurate reporting

• Tracking our progress against the key measures that are important to our mission including client and education numbers, feedback and qualitative narratives.

• Maintaining and expanding all external facing and internal client resources – including forms, resource sheets, digital displays, brochures, websites, etc.

• Working daily with the General Manager and Principal Solicitor to ensure we provide client services within our eligibility criteria and address concerns or complaints at the earliest stage.

• Implementing and deploying technology solutions to improve client communications, engagement, feedback, reporting and education processes.

• Coordinating the planning and delivery of our in-person events, trainings and governance meetings.

• Working with key external stakeholders including law firms, social service agencies and partners to improve our reach.

• Administer our volunteer programme to ensuring our large team of Law Student volunteers are being effectively deployed.

• Documenting processes to stay compliant with relevant regulations, policies and audit requirements.

Our successful applicants for this position will demonstrate:

• Proven experience in administration, operations, or office management.

• Confident communicator who can manage a wide range of relationships.

• Proactive problem-solving with initiative, resourcefulness and tact.

• Outstanding Microsoft skills (we use Outlook, Excel, Word, Powerpoint) and demonstrated ability to quickly pick-up, master and maximise the use of database and online tools.

• Work systematically to expand access to justice, remove barriers and incorporate our commitment to Te Tiriti o Waitangi. 

• Our clients face challenging and often complex legal issues. Background experience or knowledge in legal (including justice, immigration) and/or social services (like welfare, housing, mental health) environments could be an asset.  

You’ll thrive in this role if you:

• Relish a fast-paced, purpose-driven environment

• Get deep satisfaction from helping people.

• Enjoy identifying and implementing small improvements that make a big impact.

• Are confident explaining both the why and the how.

• Are a team player who enjoys working alongside others.

• Are an excellent multi-tasker who can prioritise effectively.

• Are calm under pressure, highly empathetic and help others regulate in stressful situations.

• Are respectful, non-judgemental, and deeply compassionate.

Why choose us?

• Outstanding life/work balance (in that order) with a ‘work stays at work’ culture and flexible, family-friendly hours.

• Central Henderson based location – free secure, covered parking – moving into a fully refurbished, brand-new office in August.

• Generous annual leave – standard four weeks plus three bonus paid days off between Christmas and New Years and paid day off on your birthday.

• Work for an organisation with a strong ‘for-purpose’ mission, part of a thriving community law network across Aotearoa NZ.

• Be the heartbeat of our operations – From process improvement to new project roll out and client liaison, you'll play a hands-on role in ensuring the seamless delivery of services that matter.

How to Apply:

If this sounds like you, please submit an online application with your CV and short cover letter.  

Please note: Applications will close on 8 August.

If you would like to discuss the role on a confidential basis, please contact: careers@waitematalaw.org.nz. 

Applications will be reviewed as received, and only shortlisted applicants will be contacted.

A final note:

You don’t have to tick every single box. If this role excites you and you’re confident you can bring value to the team, we want to hear from you. Diversity is a strength - we encourage applicants from all backgrounds.

Please note, we are unable to consider applications from candidates that do not currently have the right to live and work in New Zealand.