Client Intake & Survey Coordinator

About the role

You will be the first point of contact for new enquiries and the person who ensures feedback is gathered and acted upon. Your role is focused on taking people through intake with care, helping connect them with the right support for their situation, and running client surveys that tell us whether we're actually helping. You're not selling anything, you're the front door and the feedback loop.

Key responsibilities

• Be the first point of contact for new enquiries — phone, email, and web form — and guide people through initial intake with empathy and clarity

• Gather what's needed to connect each person with the right support option for their situation

• Keep our CRM accurate and current, so no one falls through the cracks

• Send and follow up our client feedback surveys, and chase gently where needed to keep response rates healthy

• Read what comes back in the surveys for what's working and what isn't, and flag patterns to leadership

• Prepare survey reports and insights

• Handle sensitive conversations with genuine care — some of the people you speak with will be dealing with high-conflict separation, protective orders, or family violence

• Pitch in on other parts of the business as we grow

About you

• Call centre, contact centre, or sales experience — you're used to a high volume of conversations and comfortable driving them forward and hitting weekly KPI's

• Genuinely empathetic — you can sit with someone who's upset or overwhelmed without it throwing you off your stride

• A warm, calm phone and written manner — people need to feel heard, not processed

• Comfortable asking sensitive questions without making someone feel like a case file

• Organised and self-directed — you can run a CRM and a survey/follow-up cadence without letting either go stale

• Genuinely curious about feedback — you want to know why a score was low, not just record that it was

• Discretion, and a real respect for client privacy and confidentiality

• Comfortable working independently in a small, fast-moving start-up

About us

We're HCDC — The High Conflict Divorce Centre — and we support people going through high-conflict separation and divorce with the guidance and connections they need to move forward.