Intake and Operations Manager

5 days ago

Ottawa, Canada Fresh Legal Full time

Fresh Legal, a boutique family law firm, provides clients with clarity, confidence, and dedicated representation. We help our clients stay focused on their goals while avoiding unnecessary costs and conflict—whether their case needs litigation, mediation, or something else. Our clients come to us feeling isolated, overwhelmed, powerless, and stuck in conflict. We provide expert support so they can turn their painful separation into a fresh start with dignity and ease.


We are seeking a highly organized and friendly Intake and Operations Manager to join our team in Ottawa.


Position Summary


The Intake and Operations Manager will be the first point of contact for potential clients and visitors, providing excellent customer service and ensuring a smooth intake process. They will also play a role in the back-end operations of the law practice, streamlining processes and increasing efficiency.


This role requires strong communication skills, attention to detail, and the ability to work independently and handle multiple tasks efficiently in a busy environment.


You must love working with people and fixing problems. You need empathy (a lot of it), a sense of humour, a strong work ethic, and a commitment to confidentiality.


Your number one clients will be our firm and our firm’s potential new clients.  


Key Responsibilities


Intake Coordination


  • Answer and direct phone calls promptly and courteously
  • Conduct initial client intake phone calls to gather essential information about their legal needs
  • Assess, screen, and prioritize potential cases, directing them to the appropriate lawyer
  • Follow up with potential clients to provide necessary information
  • Manage the client intake process including sending retainer agreements and deposit requests
  • Accurately enter and maintain client information in the intake management system (CRM)
  • Collaborate with lawyers and staff to ensure a seamless intake process


Operations


  • Identify inefficiencies within office workflows and collaborate with team members to streamline administrative tasks, including document management, billing, and client intake
  • Research, recommend, and implement tools to reduce manual effort and improve consistency
  • Manage process improvements to reduce bottlenecks and improve overall productivity
  • Ensure proper training for staff to use new tools and processes effectively


Administrative Support


  • Track and order office supplies
  • Financial tasks including processing monthly invoices and payments from clients and assisting with trust accounts
  • Provide support for special projects, office events, and other tasks as needed


Reception Duties (On Occasion)


  • We meet most clients virtually, so these tasks are infrequent
  • Greet clients and visitors with a professional and friendly demeanor
  • Manage the reception area, ensuring it is tidy and welcoming
  • Handle incoming and outgoing mail and deliveries
  • Prepare rooms for mediations and meetings


Qualifications


  • Proven experience in a similar role, preferably in a law firm or legal environment
  • Intermediate to advanced skills in Microsoft 365
  • Experience with Clio practice management software is an asset 
  • Must be comfortable with technology and working in a primarily paperless environment
  • Excellent verbal and written communication skills
  • Strong organizational and multi-tasking abilities
  • Ability to maintain confidentiality and handle sensitive information with empathy and discretion


Details and Benefits


  • Start Date: Early 2025 (exact date negotiable)
  • Location: Fresh Legal, Ottawa, ON (Centretown)
  • Salary Range: Base salary $50,000 to $75,000, possibility of performance-related bonuses
  • Healthcare and wellness spending account
  • Hybrid work environment, though regular presence onsite is required
  • Vacation and personal days
  • Applications will be considered on a rolling basis, and the position may be filled at any time
  • Only applicants selected for an interview will be contacted


If you’re ready for your fresh start, send a resume in PDF form along with a cover letter describing your relevant experience by email to marina@freshlegal.ca with the subject line “Application for Intake and Operations Manager Position”.


Fresh Legal provides space that is accessible, inclusive, and free from oppression, harassment, and discrimination. We treat each other and our clients with respect and dignity, regardless of age, race, gender expression, gender identity, sexual orientation, levels of ability, and all other diverse identities. We believe love is love and there is no one way to make a family.

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