Customer Success Associate

Mercer - Wealth UK

We currently have a fantastic opportunity for a talented individual to join the Customer Success Team within Wealth UK. The role offers an excellent blend of both customer services and behind the scenes administration/technical work, where you will thrive on utilising your strong analytical and problem solving skills. A previous background in a high-level support role would be ideal.

The Customer Success Associate will deliver a seamless, first class service through both inbound and outbound contacts via multiple channels: telephone, email and web chat. Inbound contacts will reach Customer Success directly from consumers requiring support and guidance following interaction with our Mercer Money digital platform. Your key focus will be to add value to the customer experience through each interaction, enhancing the lifestyle of customers by pro-actively engaging in meaningful and genuine conversations.

**What can you expect?**

• The opportunity to join a growing and highly successful team

• A team that strive to deliver best practice, market leading service and solutions with a focus on client service excellence

• Excellent training and development with the ongoing career opportunities

**What will you be rewarded with?**

• Good work life balance with a competitive salary

• Comprehensive benefits programs including: excellent pension contributions, private health insurance, pension, employee assistance program, career mobility, employee network groups, volunteer opportunities, and other programs

• 25 days' holiday with the option to buy or sell up to 5 days per year

**We will rely on you to:**

• Effectively handle customer enquiries via a range of communication methods, including telephone, email and web chat.

• Effectively manage your own portfolio of clients to ensure team readiness for client launches

• To keep and maintain accurate, up to date records in accordance with agreed standards and procedures.

• Champion the customer by raising process issues when they occur and escalate customer issues that fall outside of the standard process or policy.

• Communicate effectively with customers in accordance with appropriate standards, procedures and quality management systems to ensure a first contact resolution.

• Fully utilise the CRM system to deal with a wide range of customer enquires effectively and ensuring all customer details are accurately recorded.

**What you need to have:**

• Demonstrable experience in a support/customer service role.

• Significant focus on delivery of a first class customer experience.

• Highly organised with the ability to prioritise and deliver workloads.

• Strong listening and rapport skills.

• Strong customer focus and communication skills.

• Excellent attention to detail and strong numeracy/analytical skills.

• Sound IT skills to include a working knowledge of MS Excel.

**What makes you stand out:**

• Experience in Lean Management

• Examples of where you have enhanced the customer journey experience and contributed towards process improvements

• Previous experience of Live Chat

**About us:**

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer's more than 25,000 employees are based in 44 countries and the firm operates in over 130 countries. Mercer is a business of Marsh & McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annual revenue of $17 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit https://www.me.mercer.com/. Follow Mercer on Twitter @Mercer.

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients regardless of their gender expression or identity, marital or civil partnership status, ethnic origin, nationality, age, background, disability, sexual orientation or beliefs. We are proud of our inclusive culture where everyone feels empowered to bring their whole selves to work and thrive. Learn more about our foundational values, mission and vision for the future by reviewing our Greater Good Policy.