Mercer revamps customer service - EXCLUSIVE

And the consultant has recruited five new staff members to its client relationship and service development teams over the past month to help achieve its objectives.

Mercer also been reviewing its third-party administration business and aims to increase customer service quality and the breadth of services available for scheme members.

Business leader Jonathan Mindell said: "Our focus is on service delivery to scheme members, it’s about putting the members first. We want to improve online and telephone contact capabilities. We are emphasising the scheme member and not just the client."

Mercer has appointed Tony Morgan as head of client management for the firm’s UK benefits outsourcing business, as well as Emma Pilley and Gary Evans as client relationship managers.

The product development has a new head of product development in Steve Jenkins and Kevin Small has been appointed as online services product manager.

Mindell said: "At the customer service level we are making ongoing investments in technology but training is a particular focus for us at the moment. All our customer-facing staff are undergoing a three-stage programme of training and accreditation with the Institute of Customer Service."

Mercer said the new processes had increased service and quality levels by 7pc in the past three months.

It said: "With the shift towards defined contribution in particular, individual members need a lot of support to understand their scheme benefits and the investment choices they need to make. We want to educate and empower members to make better and more informed decisions about their financial and retirement planning."