Customer Service Consultant

Mercer Helpline Team Member

2 weeks paid training provided - role starts early-to-mid February. 37.5 hours per week - Rotating roster – Monday to Friday between 7am-8pm. NO WEEKENDS. Permanent and fixed-term contracts until July 2026 available.

We are seeking talented individuals to join our Helpline team at Mercer. This role will be based in our Melbourne office. This is a hybrid role that has a requirement of working at least three days in the office.

We will count on you to:

• As part of the Mercer Helpline team, your mission will be to provide exceptional customer service and general advice to members relating to their superannuation across many of the funds we administer.
• You'll focus on building strong relationships of trust with members and internal colleagues while achieving KPIs that focus on call quality and customer experience.

What you need to have:

• Customer focused mindset
• Strong conversational skills, including active listening, empathy, respect, and humour
• Problem solving skills
• The ability to work both autonomously and as part of a team
• Excellent written and professional verbal communication skills
• Self-motivated and an aptitude to learn and develop - we will provide the tools and support to set you up for success

What makes you stand out:

• Experience in superannuation, financial services and/or a fast-paced contact centre will be highly regarded
• Experience working in a call centre environment is an advantage although we have the resources and training to support entry level candidates from other industry sectors (e.g. retail, hospitality)

Why join our team:

• We help you be your best through professional development opportunities, interesting work, and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencement of employment.

About Mercer:

Mercer, a business of Marsh McLennan, is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. 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.