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Customer Service Manager

HYLA Mobile

HYLA Mobile

Customer Service
Auckland, New Zealand
Posted on Thursday, August 24, 2023

About Assurant

The world is more connected than ever. From our phones and wearables to our homes and cars, smart technology empowers connectivity everywhere. At Assurant, we support the businesses that are advancing the connected world for their customers. And we make technology more accessible while establishing eco-friendly industry best practices.

We’ve an amazing opportunity to join our growing and dynamic team that supports well over 53 million vehicles worldwide across an ever-evolving automotive industry. At Assurant, our claims teams are where the human and technology elements of our business come together most visibly.

About the role:

Reporting to the Senior Claims and Customer Service Manager, this role is responsible for leading a team of exceptional customer service specialists, helping policyholders manage claims over the phone, through chat, or via website and email.

We are seeking an individual who has a strong focus on customer delivery, customer experience, and looking for opportunities to improve the experience or processes.

Some of the key responsibilities:

  • Ensure that all team tasks and work is managed and completed in line with SLAs and requirements
  • Create and maintain a positive working together team culture and environment
  • Develop the customer experience, through staff and customer feedback, reviewing service procedures and policies and standards
  • Investigate and resolve customer complaints
  • Identify opportunities to improve the teams efficiency, reduce costs, while ensuring a good customer experience and good customer outcomes

The ideal candidate will have the following attributes:

  • Demonstrated success in leading, inspiring, and building high-performing teams
  • An unwavering commitment to putting customers first and a willingness to improve procedures and finding customer-centric solutions.
  • A thorough understanding of key operational performance indicators in a contact centre environment
  • Proven relationship building skills.
  • Excellent interpersonal, customer care and communication skills.
  • High level of computer literacy.
  • Business related qualifications
  • At least 2 years prior leadership and customer service experience in the Insurance and Financial Services area

Some of our benefits include:

  • Development programs & LinkedIn learning courses as well as study grants and support for higher education
  • Local and International Mentoring programs
  • Diversity panels and employee resource groups
  • Wellbeing programs – meditation, mindfulness and financial
  • Cultural day off to celebrate what’s important to you
  • Volunteering opportunities to give back to a cause that is important to you
  • Subsidised Parking
  • Hybrid working - 3 days onsite, 2 days remote

Interested? We'd love to talk…

Bring us your best work and your brightest ideas, and we’ll bring you a place where you can thrive. Click apply now, upload your resume and we'll be in touch!

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

The successful applicant will be subject to relevant background checks such as reference checks and a police check.

For more on Assurant and Protecta, check out the links below: