Client Support and Operations Supervisor

Headhunters; Gqeberha; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A recruitment agency is seeking an experienced Client Support and Operations Supervisor to join their team in Gqeberha. The role requires 3–5 years of experience in a client service or supervisory role within the insurance or financial sector. Responsibilities include managing client queries, overseeing account managers, and ensuring service excellence while building strong client relationships.

Qualifications

• 3–5 years’ experience in a client service, operations, or supervisory role within insurance or financial services.
• Strong understanding of SLA management, client queries, and complaints resolution.

Responsibilities

• Act as the first point of escalation for client queries.
• Manage and monitor client complaints with timely resolutions.
• Oversee account manager performance and compliance with SLAs.

Skills

Client service experience

SLA management

Complaints resolution

Education

Relevant qualifications or certifications in Business, Insurance, or Operations Management

Job description

Overview

Our Client is seeking to employ an experienced Client Support and Operations Supervisor to their team based in Newton Park, Port Elizabeth.

Requirements

• 3–5 years’ experience in a client service, operations, or supervisory role within insurance or financial services.
• Strong understanding of SLA management, client queries, and complaints resolution.
• Relevant qualifications or certifications in Business, Insurance, or Operations Management (preferred).

Responsibilities

• Act as the first point of escalation for queries from account managers or clients, ensuring timely and effective resolution.
• Manage and monitor client complaints, following up to ensure cases are closed within required turnaround times.
• Oversee account manager performance, ensuring adherence to SLAs and service delivery standards.
• Conduct quarterly appraisals of account managers using defined performance metrics.
• Compile and deliver ad-hoc reports and operational insights when required.
• Assist with claims administration, including loading claims, liaising with clients, and handling incoming calls.
• Build and maintain strong relationships with branch networks, serving as the key support contact for resolving queries.
• Nurture and maintain relationships with key clients, ensuring consistent delivery of service excellence and operational support.

Please note that should you not receive a response within 2 weeks of applying, you may consider your application unsuccessful.