Contact Centre Team Manager

Contact Centre Team Manager – Edinburgh / Chichester / RemoteAn exciting new opportunity has arisen here at Mercer as we look to recruit a Team Manager within our well established and successful First Contact Team. As a Team Manager you will effectively support, inspire, and maximise the performance of telephony agents to deliver an effortless customer experience for our members whilst ensuring business targets are achieved.What can you expect?Competitive Benefits Package including: 25 days annual leave, up to 4 days of flexible bank holidays, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.What you will be rewarded with?We offer competitive salaries and comprehensive benefits25 Days Annual Leave and up to 4 days flexible bank holidaysExcellent defined contribution pension scheme with up to 12% employer contribution (based on a 4% employee contribution)Private Medical Insurance, life assurance, income protection and employee assistance programPlus, a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.We will rely on you to:Own the member journey by continually evolving Agent’s customer service skills through coaching and 121sEnsure all aspects of a member’s pension enquiry are resolved to a high level of satisfaction by effective use of the Mercer systems and processes/proceduresProgress and embed a first contact resolution approachIdentify the training needs of the team and liaise with the training team accordinglyManage department service levels by working with other members of the management teamChallenge processes and ways of working, being brave to ensure they are fit for purposeConduct regular team meetings to cement effective communication and raise engagementExceed member expectations by ensuring a timely and accurate service is delivered in a professional mannerSupport the Senior Management Team with additional tasks and initiativesSupport the recruitment process in line Mercer processesDeliver efficient work practices by understanding and utilising Mercer software and processesWork as part of a team to contribute to a culture of a “great place to work”Work within the company procedures to maintain a high level of trust in the Mercer brand, ensuring any regulations and compliance aspects are metMeet / exceed all performance metrics as defined in your individual and team objectivesWhat you need to have:Proven contact centre leadership and management experienceExperience working with occupational pension schemesPerformance Management - proven track record of driving improved performance from individuals and teamsRecruitment experienceExperience in formal and informal Disciplinary/Capability processesAbility to drive excellent customer experience through your direct reportsHigh level of interpersonal skills and an ability to communicate across the internal and external stakeholdersSkilled in listening and responding verbally and through the written wordCompetent PC/Software navigationRespond to and resolve customer complaints, ensuring follow up actions are completed and recordedWhat makes you stand out:Track record of working within a multi-client contact centre operationExperience in a fast paced & multi tasked environmentChange Management experienceAbout MercerMercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer’s more than 25,000 employees are based in 44 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annual revenue of $17 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit Follow Mercer on Twitter @Mercer.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, religion, sexual orientation, gender identity or any other characteristic protected by applicable law.We are an equal opportunities employer. We are committed to providing reasonable support to any candidate with a disability/health condition to allow them to fully participate in the recruitment process. We welcome candidates to contact us at ##### to discuss any specific needs.Job SummaryJob number: R_235946Date posted : 2023-07-13Profession: Customer ServicesEmployment type: Regular