Customer Success Associate

6 months ago


Glasgow, United Kingdom Mercer Full time

**CUSTOMER SUCCESS TEAM, Mercer Wealth**
- This will primarily be a remote working role, with 1 days travel into our Glasgow office expected around once or twice per month._

**Customer Success Associate, Glasgow**

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.

**What can you expect**:

- The opportunity to join a growing and highly successful team
- A team that strives 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 you will be rewarded with**:

- We offer and embrace a remote working arrangement with expected travel into the Glasgow office around 1 day per month.
- Competitive Benefits Package including: 25 days annual leave, up to 4 days of flexible bank holidays, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.

**We will rely on you to**:

- 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

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local based teams will identify at least one “anchor day” per week on which their full team will be together in person. office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

**Benefits**:

- Work from home

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 1 year (preferred)



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