Client Service Adviser

VMIA; City of Melbourne; Hybrid; AUD 76,000 - 126,000; Full time

Benefits offered by this job

Flex work

Parental leave (16 weeks)

Training budget ($2,500)

Wellbeing program

Office location & events

Job summary

VMIA is hiring a Client Service Adviser to design, deliver and continuously improve harm prevention, risk, insurance and recovery services for Victorian Government clients. You’ll use service design, data and client insights to enhance the client experience and build a more confident and resilient Victoria.

You’ll collaborate across the organisation to translate data and feedback into insights, create engaging communications and learning resources, and contribute to innovative solutions that

Qualifications

• Experience in service or product development, learning and development, communications, marketing, project management or a related discipline.

Responsibilities

• Collaborate with cross-functional teams to co-design, deliver and evaluate innovative client services using client-centred, agile and service design approaches.
• Coordinate and deliver integrated harm prevention, risk, insurance and recovery services that meet client needs and support VMIA's purpose.
• Analyse, document and improve services using tools such as service blueprints, process mapping, customer journey mapping, client personas and procedure documentation.
• Translate quantitative and qualitative data, feedback and evaluation findings into clear insights and recommendations that inform service improvements and decision-making.
• Develop engaging client communications, learning materials and presentations across digital, print and online channels.
• Support the ongoing improvement of technology platforms and systems, working with internal teams and external providers to enhance service delivery and the client experience.
• Plan and support change management initiatives, stakeholder engagement, governance, risk management and continuous service improvement.

Skills

Service design

Project management

Data analysis

Communication skills

Stakeholder engagement

Change management

Tools

Service blueprints

Process mapping

Customer journey mapping

Client personas

Procedure writing

Job description

Victorian Managed Insurance Authority (VMIA)

Work Type – Full Time, Ongoing

Join VMIA as a Client Service Adviser and help design, deliver and continuously improve innovative harm prevention, risk, insurance and recovery services for Victorian Government clients. Working collaboratively across the organisation, you'll use service design, data and client insights to enhance the client experience and contribute to building a more confident and resilient Victoria.

Key highlights

Hybrid work environment – Enjoy a mix of office and flexible work arrangements, fostering connection and strengthening networks. The majority of your working week will be in our collaborative office environment.

Salary of up to $126,000 (Inclusive of super)

About the role

As a Client Service Adviser, you'll play a key role in developing and delivering integrated harm prevention, risk, insurance and recovery services that help build a confident and resilient Victoria. Working within VMIA's Service Development and Operations team, you'll collaborate across the organisation to design, deliver and continuously improve client-focused services using client-centred and agile approaches. You'll translate data, evidence and feedback into meaningful insights, create engaging communications and learning resources, support technology-enabled service delivery, and contribute to innovative solutions that improve outcomes for Victorian Government clients.

Key responsibilities

• Collaborate with cross-functional teams to co-design, deliver and evaluate innovative client services using client-centred, agile and service design approaches.
• Coordinate and deliver integrated harm prevention, risk, insurance and recovery services that meet client needs and support VMIA's purpose.
• Analyse, document and improve services using tools such as service blueprints, process mapping, customer journey mapping, client personas and procedure documentation.
• Translate quantitative and qualitative data, feedback and evaluation findings into clear insights and recommendations that inform service improvements and decision-making.
• Develop engaging client communications, learning materials and presentations across digital, print and online channels.
• Support the ongoing improvement of technology platforms and systems, working with internal teams and external providers to enhance service delivery and the client experience.
• Plan and support change management initiatives, stakeholder engagement, governance, risk management and continuous service improvement.

Who you work with

You'll work closely with colleagues across VMIA, including cross-functional teams, Heads of Teams and stakeholders from across the organisation to design, deliver and continuously improve client services. You'll also build strong relationships with clients, partner organisations, suppliers and technology providers to develop innovative, client-focused solutions that support VMIA's purpose of building a confident and resilient Victoria.

What we are looking for

• Experience in service or product development, learning and development, communications, marketing, project management or a related discipline.
• Strong service design and project management skills, with experience using tools such as service blueprints, process mapping, customer journey mapping, client personas and procedure writing.
• Experience using data, evaluation and client feedback to identify trends, generate insights and drive continuous improvement.
• Excellent written and verbal communication skills, with the ability to develop engaging content across multiple channels and present complex information clearly.
• Strong stakeholder engagement and relationship management skills, with the ability to collaborate and influence across diverse teams.
• A proactive, innovative mindset with a passion for continuous improvement, client outcomes and delivering high-quality services.
• Experience in a professional services environment, particularly within financial services, insurance or risk management, is desirable.
• An ability to quickly understand complex concepts relating to risk management, insurance and government operations.

At VMIA, we believe diversity drives innovation. We are committed to creating an inclusive environment where everyone feels valued and empowered to contribute their unique perspectives.

We offer:

• Flex work: Hybrid working to support your best performance.
• Parenting support: Generous parental leave (16 weeks paid parental leave after six months of service for primary carers and 4 weeks for secondary carers).
• Learning & Development: Annual investment ($2,500) in your growth, with in-house training, and LinkedIn Learning access in addition.
• Wellbeing: Wellness sessions, Employee Assistance Program (EAP), and ergonomic support.
• Culture & Lifestyle: Iconic office location, volunteer leave and life-stage support.

VMIA encourages applications from candidates of all backgrounds, including Aboriginal and Torres Strait Islander peoples, individuals with disabilities, culturally diverse communities, and members of the LGBTQIA+ community.

Working Eligibility: Verification of your right to work in Australia.

Employment History: Confirmation of your past employment details including employment dates and compensation.

Academic Credentials: Verification of your educational qualifications to ensure they are accurate and legitimate.

National Criminal History Check: A check for any criminal record, which may involve manual vetting by ACIC, potentially causing delays.

Pre-employment Misconduct Check: Used to verify the identity, integrity, and credentials of potential employees and verifies no past misconduct.

Financial Background Checks: Applicable for certain roles, such as Heads of Departments and Finance team members.

Job Info

• Job Identification 291
• Job Category Service Development
• Job Schedule Full time
• Locations Melbourne, VIC, Australia (Hybrid)