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Client Services Supervisor

HYLA Mobile

HYLA Mobile

People & HR, Customer Service, Operations
New South Wales, Australia
Posted on Friday, September 15, 2023

In this position you will be responsible for the performance of a Client Services Team, providing organisation direction and support of the CSA’s to deliver on contact centre metrics via telephony, email and online platforms.

In this position you will support the wider management team with knowledge, support and achievement of daily tasks collaboratively.

Some of your key role responsibilities include the below:

  • Supervises, coordinates and leads activities of the team to deliver on SLA’s, KPIs, targets and annual goals as set from time to time
  • Motivate and inspire the team by creating and maintaining a high-performance culture that aligns with Assurant’s organisational culture, values and commitments
  • Ensures appropriate coverage to deliver and exceed client and customer expectations
  • Assist the team with the standard daily activities including voice, email or other forms of inquiries.
  • Monitor team mailbox, and call queues, providing feedback and taking corrective action to manage workflows and volume
  • Drive team members to meet and exceed set productivity targets and managing any under performance where required.
  • Responsible for managing and resolving customer and client escalations
  • Demonstrates advanced skills in assessing and solving problems, and remedying underlying cause to reduce or remove recurrence
  • Provides excellent customer service and ownership for a solution.
  • Prepare client reporting as required

Working with Assurant you can enjoy:

  • Hybrid work - a mix of Work from Home and on-site
  • Local and International mentoring programs.
  • Wellbeing programs – physical, mental and financial.
  • Development programs & LinkedIn learning courses as well as study grants and support for higher education.
  • Diversity panels and employee resource groups.
  • Additional Cultural Day off to celebrate what’s important to you.
  • Volunteering opportunities to give back to the communities we serve.

Interested? We’d love to hear from you...

Please submit your application by clicking the apply now button! Bring us your best work and your brightest ideas, and we’ll bring you a place where you can thrive.

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.

For further information about Assurant, please visit our website:

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