Company:
Mercer
Description:
Mercer are seeking an experienced superannuation professional to join our Employer Support team as a Senior Employer Support Specialist in Melbourne
The Senior Employer Support Specialist plays a strategic role in shaping and delivering an exceptional employer experience. You will own employer enquiries end-to-end, resolving complex employer transaction issues and acting as the primary liaison between employers and internal teams. In this senior position you’ll drive process improvements, deliver employer education, and mentor junior colleagues to raise capability and consistency across the team. Your work will directly improve satisfaction, efficiency, and compliance across our employer base.
This role is based in Melbourne and offers a flexible hybrid working arrangement, with a minimum three days per week in the office, and the option to work from home for up to two days.
We will count on you to:
- Keep customers front of mind in every interaction, proactively creating a seamless employer experience.
- Deliver timely, accurate responses to phone and written enquiries, providing clear guidance on products and processes.
- Record and analyse customer feedback and complaints to drive continuous improvement.
- Build and maintain strong partnerships with employers, trustees and internal stakeholders to meet service level agreements across schemes.
- Identify operational issues and opportunities, and lead practical improvements that enhance performance and service delivery.
What you need to have:
- Relevant industry qualifications, with RG146 as a minimum.
- In-depth knowledge of superannuation products and relevant legislation.
- Strong stakeholder engagement skills and experience managing complex interactions to achieve positive outcomes.
- Proven ability to build and sustain effective working relationships.
- A proactive, improvement-focused mindset with the confidence to challenge the status quo.
Why join our team:
- We support you to be your best through professional development opportunities, engaging work and supportive leaders.
- We nurture a vibrant and inclusive culture where you’ll collaborate with talented colleagues to create innovative solutions and make a positive impact on our clients, their communities and each other.
- Our scale enables us to provide a variety of career opportunities, as well as benefits and rewards to enhance your well-being.
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.
Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.
Marsh 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. 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 commencing of employment.
Marsh 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. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.
