Helpline Team Leader

6 days ago

Melbourne, Australia Mercer Full time

**Helpline Team Leader**

**What can you expect?**

What we offer is a chance to join a company that is not only winning, but is transforming in the most exciting way possible. Our CEO, David Bryant, is dedicated to Mercer Australia being a “people first” culture. This means that great performers are greatly rewarded. We pride ourselves on providing outstanding career development, learning opportunities, financial rewards and we are committed to making your journey with us FUN.
- _ Voted #1 HR Consulting Company Globally_
- _ Melbourne CBD (Docklands) Hybrid office and work from home environment_
- _ Great Package _
- _Great time to join this global organisation in Growth Phase _

**What is in it for you?**

At Mercer, we recognize that our most important asset is our people. We offer benefits and programs that support career development such as professional development support, exam and study assistance and global rotation opportunities which will support and nurture you with every opportunity to reach your full potential. We also recognise the value of healthy, happy colleagues and promote a culture of care and wellbeing, offering benefits such as flexible working and much more
- 35 hour working week
- Leading training and development program
- 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

**We will count on you to**:
To manage a team of Helpline consultants. The main purpose of this team is commitment to providing superior, innovative and professional front line service and high-quality support for member’s inquiries.

**Responsibilities;**
- To provide superior professional front-line support to your team of helpline consultants for all queries in relation to Mercer superannuation products and outsource client service offerings.
- This will include Client fund management, on-line systems and general superannuation legislative issues through stakeholder management
- To provide the necessary information and general advice to resolve inquiries in relation to the Mercer Super Trust, corporate superannuation funds, public offer funds, on-line services, retail superannuation products, and New Zealand superannuation products.
- To provide technical support, mentoring/coaching and training to Helpline Consultants
- To build effective, strong and positive working relationships with internal stakeholders
- To build effective communication links with other business units
- Change advocacy
- Service level management.
- Driving NPS results.

**What you need to have**:
**Education**
- Tertiary education preferred

**Experience**
- Minimum 1 year Team Leading experience
- Minimum 3 years Customer Service experience

**Knowledge and Skills (general and technical)**
- Strong oral and written communication skills
- Demonstrated project management skills
- Demonstrated leadership, mentor skills and coaching skills

**About us**:
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, and gender identity.

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