Inbound Superannuation Consultant

Company:

Mercer

Description:

Location: Modern City Office in Docklands Melbourne (Hybrid)
Hours: 37.5 hours per week, rotating roster Monday to Friday between 7:00 AM and 8:00 PM (No weekends)
Training: 2 weeks paid comprehensive training provided

Employment Type: 6-month fixed-term contract, full-time (37.5 hours)

About the Role:
We are looking for motivated and talented individuals to join Mercer’s Helpline Contact Centre team. In this role, you will deliver outstanding customer service and provide general advice information to members regarding their superannuation across multiple funds we administer. Your focus will be on building trusted relationships with members and internal colleagues while meeting key performance indicators centered on call quality and customer experience.

What You’ll Do:

• Provide exceptional support and advice to superannuation members

• Build strong, trust-based relationships with members and colleagues

• Achieve KPIs related to call quality and customer satisfaction

• Work collaboratively within a dynamic team environment

What We’re Looking For:

• A customer-focused mindset with a passion for helping others

• Excellent conversational skills, including active listening, empathy, respect, and a sense of humour

• Strong problem‑solving abilities and the capacity to manage complex enquiries confidently and accurately.

• Ability to work independently and as part of a team

• Excellent written and verbal communication skills

• Able to follow established processes and proficient at using multiple systems. (NEW POINT)

• Self-motivated with a willingness to learn and grow – we provide the tools and support for your success

What Will Make You Stand Out:

• Experience in superannuation, financial services, or a fast‑paced contact centre environment.

• Strong customer‑service skills, able to explain complex topics clearly and with empathy.

• Previous call‑centre experience is advantageous but not essential; we welcome candidates from diverse customer service backgrounds and provide full training.

Why Join Mercer:

• Professional development opportunities to help you grow your career

• Engaging and meaningful work with supportive leadership

• A vibrant, inclusive culture where your ideas and contributions matter

• Access to a wide range of career paths, benefits, and rewards designed to support your well-being

Important Information:

• Applicants must have the legal right to work in Australia.

• Employment is conditional on satisfactory pre‑employment checks. Successful candidates must complete and pass:

  • previous employment verifications,

  • a clear criminal history check

  • and a bankruptcy check

Ready to make a difference? Apply now and become part of a team that values your skills and supports your growth!

About Mercer:

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.