Client Service Adviser

Victorian Managed Insurance Authority (VMIA)

• Job Title – Client Service Adviser
• 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

• Salary Range of up to $126,000 (total remuneration package inclusive of super).
• 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.

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.

Qualifications

• A qualification in communications, business, marketing, service design, client experience, project management or a related discipline, or equivalent relevant professional experience.

Why join VMIA?

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.

How to apply

We invite you to submit your CV and a cover letter. Use these to introduce yourself, highlight your fit for the role, and share why you are excited about joining VMIA. For any questions about the role or application process, please contact us at [email protected].

At VMIA, we are dedicated to fostering an inclusive workplace. We warmly welcome applications from people of all gender identities, Aboriginal and Torres Strait Islander peoples, individuals with disabilities, and those from culturally diverse backgrounds.

If you have any accessibility needs during the recruitment process, please let us know at [email protected].

Salary Information

At VMIA, we offer competitive salaries based on the role's classification and your skills and experience. Typically, new employees start at the minimum of the salary range, however, consideration may be given to starting above the minimum of the band should you demonstrate extensive experience in a similar role or possess unique and desirable skills and capabilities required to perform the role.

Other relevant information

Before starting at VMIA, preferred candidates will complete pre-employment screenings. These assessments may include:

• 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.

We value a collaborative work environment, so employees are expected to spend the majority of your working week in the office. Candidates from interstate must be willing to relocate to Victoria.