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Marsh & McLennan Knowledge Co-Ordinator - Helpline Contact Centre in Melbourne, Australia

Knowledge Co-ordinator – Helpline Contact Centre Working closely with Helpline Leadership, Change Manger and Contact Centre Manager, the Helpline Knowledge Co-ordinator will review current platforms and processes to continually optimise our content, frameworks and processes to support efficient and positive experience for clients, customers and helpline colleagues and provide a central and consistent approach to knowledge Management within the Helpline. What can we offer you? Mercer has #ADifferentKind of perspective. With a presence in 180 cities across 43 countries, Mercer is one of the world’s leading firms for superannuation products. We help our clients challenge conventional thinking to create solutions that drive business results and make a difference in the lives of millions of people every day. 35 hour working week Leading training and development program Fruit baskets twice a week, coffee, biscuits and great break out areas Brand new corporate offices in Collins Square Professional environment where your career path really matters and is supported in our global organization Great team environment with energetic and supportive colleagues Genuine work life balance The Role Hit the ground running in this role, initially focusing on streamlining and stocktaking the current knowledge management framework, before embarking on a more strategic approach focusing on the future of knowledge management within the Helpline Contact Centre. Provide a centralised and consistent approach to knowledge management within the Helpline team. Maintain helpline knowledge content to ensure it is up to date Create, edit and publish artefacts in a user friendly format In consultation with Helpline Leadership Team, identify opportunities and implement initiatives to improve the knowledge management framework Remain abreast of industry and product developments to providing recommendations to continue to optimise Helpline Services knowledge Management framework and practices. Support change initiatives with a structured knowledge management approach and methodology About you Previous experience in Knowledge Management and experience within the contact centre environment Exceptional verbal, written and presentation skills. RG146 qualification in Superannuation highly regarded Apply Mercer is an equal opportunity employer committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex (including intersex), marital/parental status, ethnic origin, nationality, age, background, disability, sexual orientation and gender identity. Please apply using the link below, 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. R063483-en R063483