Hybrid - Customer Service Associate - £14.47PH Glasgow, Scotland
Job description
Are you seeking your next challenge, and want to work with one of the largest financial services companies in the world? We have a fantastic opportunity available for someone with a passion for customer service, with a proven background helping customers across a range of platforms.
This is an amazing opportunity will be part of the Customer Success Team within Wealth UK. You will deliver a seamless, first-class service through both inbound and outbound contacts via multiple channels. 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.
Location: Glasgow – Hybrid/Remote 1 day in the office per month
Pay Rate: £12.91 per hour = £1.56 holiday pay = Total £14.47 per hour
Contract Length: 6 Months with potential for extension
Hours: Monday to Friday (35 hours)
Business Overview
Our client is a world-leading professional services firm offering clients advice in the areas of risk, strategy and people. Their 83,000 colleagues advise clients in 130 countries. With annual revenue of nearly $20 billion, they help corporate and public sector leaders navigate an increasingly dynamic environment through four market-leading businesses - Guy Carpenter, Mercer, Marsh and Oliver Wyman.
Duties & Responsibilities
- Effectively handles customer enquiries via a range of communication methods, including telephone, email and web chat.
- Answer all enquiries in a timely, courteous and professional manner, ensuring that customer needs are clearly understood, and issues are followed through to resolution.
- Inspires trust in our digital platforms by demonstrating ownership and resolution of all customer queries whilst effectively handling any complaints.
- Contributes to the DCIW vision by delivering outstanding service to our customers.
- To keep and maintain accurate, up to date records in accordance with agreed standards and procedures.
- To keep up to date with Company policies, procedures, compliance and appropriate legislation.
- To provide information from all sources including systems knowledge base and FAQs, ensuring appropriate cut-off points are observed and contacts appropriately triaged to Mercer SMEs, scheme providers and other parties as appropriate.
- Champion the customer by raising process issues when they occur and escalate customer issues that fall outside of the standard process or policy.
- To process transactions efficiently, ensuring that appropriate follow up action is taken, and customers are provided with up-to-date information regarding their enquiry.
Skills Required
- Previous contact center experience essential
- Strong customer service background
- Effectively able to communicate via phone, email and live chat
- Excellent communication and problem-solving skills
- Passion for delivering excellent customer service
If this sounds like the opportunity you have been waiting for and ready to kick start your next challenge, please do not hesitate to apply today!
Job Types: Full-time, Temporary contract
Contract length: 6 months
Salary: £14.47 per hour
Benefits:
- Company pension
- Flexitime
Schedule:
- Flexitime
- Monday to Friday
- No weekends
Ability to commute/relocate:
- Glasgow: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 2 years (preferred)
Work Location: In person
