Client Service Adviser

Our service development team is growing, and we have an exciting opportunity for a vibrant and self-motivated client service adviser to support the ongoing management and improvement of our risk services for clients.
Job Details
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Department: Victorian Managed Insurance Authority
Work Type: Ongoing - full time
Job Function: Risk Management
Classification: As per advertisement
Work Location: Melbourne - CBD
Reference: VG/1665466
Closing Date: 05-Oct-2022
Salary Range: As per advertisement
Job Duration: N/A
Attachments: Position Description - Client Service Adviser - Service Development - Risk Services - September 2022.pdf (PDF, 165KB)
Job Specification

Contact: Faith Yego
careers@vmia.vic.gov.au

Position Details

Client Service Adviser

Service Development, Risk Services

Full-Time, Ongoing.

About VMIA

Victorian Managed Insurance Authority (VMIA) is the Victorian Government's insurer and risk adviser, covering the people and projects that help Victorians thrive. We're an agency in the Department of Treasury and Finance portfolio established under the Victorian Managed Insurance Authority Act, and report to the Assistant Treasurer.

We provide insurance and risk advice to government departments and agencies, with more than 4,600 clients ranging from small community service organisations to public hospitals, schools, and core service providers. We also provide domestic building insurance to builders, giving Victorian homeowners peace of mind for building projects valued over $16,000.

We help our clients prepare for, prevent, or reduce the impact of harm. When things don't go to plan, we help clients restore services and recover quickly.

Our unique perspective across Victorian Government clients provides an opportunity for learning and development across the risk and insurance industry as well as the broader public sector, creating deeper connections with our clients, and a shared understanding of best practice in our fields of expertise.

People are at the heart of everything we do. At VMIA, you'll be encouraged to achieve your career goals in a progressive and flexible workplace that, most importantly lets you be yourself.

Your role

Our service development team is growing, and we have an exciting opportunity for a vibrant and self-motivated client service adviser to support the ongoing management and improvement of our risk services for clients.

As a Client Service Adviser, you collaboratively develop and deliver an integrated range of harm prevention and recovery services to VMIA clients that directly contribute towards a more confident and resilient Victoria.

This is an excellent opportunity to develop your skills in delivering continuous improvement initiatives/projects and demonstrate your passion for positive client/customer experiences. You'll also get exposure to complex stakeholder engagement and nuances of the public sector.

This role reports to a Client Service Designer and sits in Service Development within the Risk Services division.

How you'll make an impact

  • You work in cross-functional teams to develop, deliver and evaluate innovative services with a strong client-centric focus.
  • You apply appropriate service design and project management methods to ensure 
  • services continue to reflect client needs
  • You'll support our service improvements by analysing and documenting services using methods such as service blueprints, process mapping, client personas, customer journey mapping and procedure writing
  • You contribute to the production of artefacts such as learning programs, direct email, newsletter articles, flyers, videos, presentations, web content, social media content, online articles and other collateral for external clients.
  • You work with suppliers that support service design and development where necessary.
  • You plan and implement change management activities, with a focus on client and stakeholder engagement, through the phases of service design, development and delivery.
  • You contribute to the management of operating services, including monitoring the effectiveness of services and client experience, and implementing ongoing improvements.
  • You support VMIA technology systems including liaising with platform providers and contributing to updates, upgrades, ongoing improvements etc. to ensure optimal client experience.

Who you work with

  • Our service development team is growing, and we have an exciting opportunity for a vibrant and self-motivated client service adviser to support the ongoing management and improvement of our risk services for clients.
  • As a Client Service Adviser, you collaboratively develop and deliver an integrated range of harm prevention and recovery services to VMIA clients that directly contribute towards a more confident and resilient Victoria.
  • This is an excellent opportunity to develop your skills in delivering continuous improvement initiatives/projects and demonstrate your passion for positive client/customer experiences. You'll also get exposure to complex stakeholder engagement and nuances of the public sector.
  • This role reports to a Client Service Designer and sits in Service Development within the Risk Services division.

About you

  • Previous experience in a similar role supporting product/service development activities preferably with a background from learning & development, communication, marketing, product or project management.
  • A passion for, and demonstrated experience in, analysing and documenting services using methods such as service blueprints, process mapping, client personas, customer journey mapping and procedure writing
  • Demonstrated experience and proven track record of successfully implementing and rolling out project/product related activities and delivering on targets.
  • Highly developed interpersonal skills, including the ability to engage, influence and work collaboratively with a range of stakeholders.
  • Involvement in the process of crafting compelling content used in learning programs, direct email, newsletter articles, flyers, videos, presentations, web content, social media content, online articles and other collateral. Demonstrated excellent communication skills and proven ability to secure the cooperation and engagement of a wide range of people within a complex environment.
  • Exceptional time management and organisational skills.
  • Working experience within financial services, insurance, government/community sectors will be a bonus.

We encourage people from all gender identities, Aboriginal and Torres Strait Islander cultures, with disabilities, and from culturally diverse backgrounds to apply.

Please let us know of any accessibility needs to be considered during the recruitment process.

Why work with us?

  • We're known for our incredible culture and sense of community – and an employee value proposition that makes our people proud.
  • We reward innovation, best practice thinking and collaboration. We're industry leaders in diversity and inclusion, are passionate about gender equality, and encourage and enable our people to bring their whole selves to work.
  • We were leaders in working flexibly even before COVID-19. Now, we operate in a hybrid environment, with a suite of events and activities to connect us even when we're apart. We'll continue to work from where it makes sense to, with flexible arrangements that deliver for our clients and work for our people.
  • We are a learning organisation and you can expect to grow, develop, and evolve your professional career whilst at VMIA
  • We offer programs, subsidies and leave options to support the wellbeing of our people and invest in their development and growth.

How to apply

If we've sparked your interest, introduce yourself by submitting a cover letter addressing your suitability for this role and why a role at VMIA appeals to you along with your CV.

Applications without a cover letter will not be considered.

Should you be successful for the first round of shortlist, one of our Talent Acquisition Specialists will guide you through our process and next steps.

For more information, refer to the job description, alternatively, contact Faith Yego, Talent Acquisition Adviser at careers@vmia.vic.gov.au, or visit our careers page. 

Other relevant information

Preferred candidates will be required to undertake pre-employment screening including a national police check, probity, and misconduct screening.

Additional Information

VMIA is supportive of hybrid working arrangements.

Mandatory Vaccination Directions

VMIA will comply with any applicable pandemic orders, public health order, directions, or laws regarding the recording and holding of vaccination information about workers who are, or may be, scheduled to work outside their ordinary place of residence

Applications close 5pm Wednesday 5th October 2022.


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