Work Type: Ongoing - Full-time
Salary: Salary not specified
Grade: Grade in advertisement
Occupation: Sales and business development
Location: Melbourne - CBD and Inner Metro suburbs
Reference: VG/1935970
Full Time | Ongoing | Melbourne, VIC (Hybrid)
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, client insights and data to enhance the client experience and help build a more confident and resilient Victoria.
Total remuneration package up to $126,000 (inclusive of super)
Hybrid working environment
Professional development investment of $2,500 annually
LinkedIn Learning access and in-house training
16 weeks paid parental leave (primary carers) and 4 weeks (secondary carers)
Employee Assistance Program (EAP), wellbeing initiatives and volunteer leave
Modern Melbourne CBD office
As a Client Service Adviser, you'll work within VMIA's Service Development and Operations team to develop, deliver and improve client-focused services. You'll collaborate across the organisation to design innovative solutions, translate client feedback and data into meaningful insights, support technology-enabled service delivery, and help deliver exceptional outcomes for Victorian Government clients.
Design, deliver and evaluate client services using service design and agile methodologies.
Coordinate harm prevention, risk, insurance and recovery services.
Develop service blueprints, process maps, customer journey maps and client personas.
Analyse client feedback, operational data and service performance to identify opportunities for improvement.
Prepare communications, presentations and learning resources for clients and stakeholders.
Support improvements to technology platforms and digital service delivery.
Contribute to project delivery, stakeholder engagement and change management initiatives.
You'll bring experience in one or more of the following areas:
Service design
Customer or client experience
Continuous improvement
Learning & Development
Communications or Marketing
Project Management
Product or Service Development
You'll also have:
Strong stakeholder engagement and relationship management skills.
Experience using customer insights, evaluation and data to improve services.
Excellent written and verbal communication skills.
Experience with tools such as service blueprints, customer journey mapping and process mapping.
A proactive, collaborative approach and passion for improving client outcomes.
Experience in financial services, insurance, risk management or the public sector is highly regarded but not essential.
A qualification in communications, business, marketing, service design, client experience, project management or a related discipline, or equivalent professional experience.
At VMIA, we're committed to building an inclusive, collaborative and flexible workplace where our people can thrive. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, culturally diverse communities and members of the LGBTQIA+ community.
Submit your CV and a cover letter outlining your experience and why you're interested in joining VMIA.
For enquiries or to discuss accessibility requirements throughout the recruitment process, please contact [email protected].
Please note: Preferred candidates will be required to complete pre-employment checks, including verification of working rights, employment history, qualifications and a National Criminal History Check. Employees are expected to spend the majority of their working week in our Melbourne office, and interstate applicants must be willing to relocate to Victoria.