Customer Service Agent

Posted 26 October by Mercer
Ending soon

The role: Customer Service Centre Agent

We are looking for Customer Service Agent to join our office in Edinburgh. We require the successful candidate to work in a busy team dealing mainly with pension’s management responsible for delivering a high level of customer service to scheme members.

What can you expect?

As part of your day-to-day responsibilities you will be communicating with customers through a combination of inbound/outbound phone calls and through email channels; ensuring all aspects of a customer's pension enquiry are resolved.

What you will be rewarded with?

  • We offer competitive salaries and comprehensive benefits.

  • We also support programmes including: health & welfare, tuition assistance, pension, employee assistance program, career mobility, employee network groups and volunteer opportunities.

We will rely on you to:

  • Exceeding customer expectations by delivering timely, accurate service in a professional manner.

  • Deliver efficient work practices by understanding and utilising Mercer software and process.

  • Work as part of a team to contribute to a culture of a "great place to work".

  • Work within the company procedures to maintain a high level of trust

  • Meet or exceed all performance metrics as defined in your personal performance management plan

What you need to have:

  • Excellent customer service skills

  • Ability to understand customer needs and provide the correct solution

  • High level of interpersonal skills and an ability to communicate across the internal and external customer group

  • Skilled in listening and responding to a customer’s needs verbally and through the written word

  • Defuse and respond to customer complaints ensuring follow up actions are completed and recorded

  • GCSE (or equivalent) in Maths and English

What will make you stand out:

  • Previous or current experience working in a call centre environment

  • An understanding of how UK Pension Schemes work

About us

We are Mercer - award winning experts in insurance, risk management and employee benefits for businesses and individuals.

Our deep knowledge of both the industry sectors and communities we serve means we can offer advice and solutions that meet our clients' needs today, anticipate what they need tomorrow, and help question if there’s an even better way.

Jelf recently joined forces with Bluefin, bringing together two leading insurance brokers and client advisory businesses. A newly transformed business built on decades of experience with the same purpose, dependability and commitment to excellent service.

We're also part of Marsh & McLennan Companies (MMC) - a global network of experts in risk, strategy and people. With roots dating back to 1871, MMC’s businesses have been helping clients prosper amid changing times, from the Industrial Revolution to the digital age.

Our strength is our expertise and the relationships we build - powerful industry insight and total commitment to our clients and the communities we serve across the UK. And our purpose is simple: helping businesses and individuals thrive through understanding.

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 and 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.

Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.

Reference: 44488595

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