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.
- 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 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.
- Exceptional time management and organisational skills.
- Working experience within financial services, insurance, government/community sectors will be a bonus.

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