Customer Service Advisor – Edinburgh – Chichester or Fully Remote

Mercer are looking to recruit Customer Service Advisors for our successful Customer Engagement Centre. This role can be based in either our Edinburgh or Chichester offices with hybrid working, or on a fully remote basis for candidates based elsewhere in the UK.

Successful candidates will be assisting our valued customers through a combination of inbound and outbound phone calls and through email channels; ensuring all aspects of a customer’s pension enquiry are resolved.

We are keen to hear from candidates who enjoy providing a high level of customer service, whatever your background, so long as you have a passion for people! This could be a great opportunity for candidates looking to transfer their customer service skills into a professional office environment, or for candidates looking to start a rewarding Career.

Whilst our full time hours are 37.5 hours per week, we are happy to consider candidates seeking part time hours of 30 and above (training will need to be on a full time basis for a 5 week period).

What can you expect?

To join a professional yet fun, friendly and welcoming customer service centre
Excellent on the job training and support including 5 week training course with other new joiners
Flexible working environment with a mix of home/office based working
A relentless focus on high quality Customer service
Excellent welfare and social initiatives such as Pilates instructors, running club, sports therapy massage, theatre tickets and annual parties.

What you will be rewarded with?

Comprehensive benefits programs including: excellent pension contributions, private medical insurance, access to the employee assistance program, life assurance and much more!
25 days’ holiday with the option to buy or sell up to 5 days per year
Discounted Gym memberships
We also support programmes including: health & welfare, tuition assistance, employee assistance program, career mobility, employee network groups and volunteer opportunities.

We will rely on you to:

Answer customer calls in a timely manner whilst providing exceptional customer service
Log items of work for internal parties and work closely with other departments including the administration team and pension payroll department
Answering queries and resolving problems
Emailing and issuing documents to members
Meet or exceed all performance metrics as defined in your personal performance management plan

What you need to have:

A passion for providing a high level of customer service
Good problem solving skills and the motivation to see things through
Strong communication skills – both verbally and written
Ability to multitask and prioritise effectively
Resilience within a busy working environment
GCSE (or equivalent) in Maths and English.

What will make you stand out:

(These skills are not essential)

Previous experience working in a call centre environment
An understanding of how UK Pension Schemes work.

Click to apply

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