Marsh & McLennan Customer Relations Representative in Chichester, United Kingdom
Summary The Customer Relations Representative will be part of the Customer Relations Centre based from our Mercer Chichester office. The Customer Relations Representative will deliver service excellence through all contact channels, both inbound and outbound; telephone, email and web chat whilst delivering first contact resolution. You will proactively & reactively support and engage customers in response to enquiries regarding their pension benefits for our Retirement Administration clients.
As a Customer Relations Representative you will spend at least 80% of your working day receiving inbound telephone enquiries from our customers. In this fast paced environment, customers will either be direct members of our UK Pension plans, or third parties assisting in supporting our members. They will be actively paying into a pension plan, have previously paid into a pension and have now left the company or are receiving pension payments in retirement.
Along with your core responsibilities, you will also be processing login details for our online members, composing emails, creating cases for our admin areas and returning calls as part of our return call policy.
You will work closely with colleagues in Retirement Administration, including our Pension Payroll Teams and National Processing teams.
1 - Performance
To ensure email & chat communications are grammatically correct and in line with the tone of voice guidelines Contribute to the service vision by delivering outstanding service to our customers To answer all enquiries in a timely, courteous and professional manner, ensuring that customer needs are clearly understood and issues are followed through to conclusion To process cases efficiently, ensuring that appropriate follow up action is taken and customers are provided with up to date information regarding their enquiry Inspire trust in our service provision through demonstrating ownership of problems within the boundaries of the role Ability to multi-task in a busy environment, and apply logical prioritisation to their workload 2 - Processes and Procedures
To proactively identify and propose self-serve suggestions across all clients to reduce contacts as per the business strategy To deal with enquiries via a range of communication methods, including telephone, email and web chat To keep and maintain accurate case notes in accordance with agreed standards and procedures To keep up to date with Company policies, procedures, compliance and appropriate legislation Champion the customer by raising process issues when they occur and escalate customer issues that fall outside of the standard process or policy 3 - Quality and Compliance
To communicate effectively with customers in accordance with appropriate standards, procedures and quality management systems to ensure a first contact resolution To fully utilise the CRM system to deal with a wide range of customer enquires effectively and ensuring all customer details are accurately recorded To comply with agreed quality systems and procedures and participate in quality team reviews as required To attend and actively participate in appraisals, coaching sessions, training courses and monitor own performance levels to ensure personal targets are met To be accountable for own performance and the standard and quality of work. Be ready and available to service customers in line with designated work schedules and staffing rotas and be flexible and adaptable to work demands Contribute to the reduction of errors or complaints, ensuring accuracy and best practice methods are demonstrated Be a great team player who works within the team to achieve our department goals 4 - Customers
To proactively engage, support & lead customers through their journey to achieve a successful outcome
To have meaningful conversations with customers and provide an “in-house” feel to our members, while remaining professional and courteous
To handle difficult and sensitive issues and customer complaints effectively using the appropriate language, listening and rapport building skills. To provide timely customer call-backs, following up on enquiries or where customers have provided voicemail or chat request for a call-back Make customers aware of expected response times on queries that cannot be answered immediately, so that customer service expectations are realistic and balance operational and customer needs To liaise and maintain good working relationships with colleagues, internal and external partners and other parties as appropriate Great soft-skills to engage customers of all ages and find creative ways to help customers understand their pension products Open and honest communicator who can demonstrate patience and customer empathy, even when it’s busy
Experience & Skills
Experience in a contact centre service role or similar high paced customer service focused environment Strong communication and interpersonal skills, the ability to listen and build rapport is key Good computer and keyboard skills, including experience of Good problem solving and decision making skills