Client Support Associate @DARWIN

Client Support Associate

As a Client Support Associate, you will be assisting people who work for some of the most innovative companies from around the world to access and manage their cool benefit packages. Not too shabby, we think!

You will be closely working with our product Darwin™, a cloud-based global benefits management and employee engagement software.

THE ROLE & YOUR MISSION

• Provide the best solutions to employees via e-mail and/or phone, based on our clients’ benefits packages. At times, this may also include contacting the suitable stakeholders – Employer, Provider or other Thomsons teams etc.
• Handle first time resolution Darwin queries
• Deliver a high standard of quality on all helpdesk tasks;
• Meet and exceed helpdesk KPIs both individually and as part of a team;
• Gradually gain a correct understanding of legislation processes and regulatory changes
• Support peers in delivering urgent requests and re-prioritization of workload where needed;
• Log all utilization to meet business targets;
• Work closely with your Team Leaders and Quality Assurance Team to meet your objectives and improve based on the feedback received;
• Follow and adhere to a schedule of work that is subject to change dependent on the demands of the business.

YOUR EXPERIENCE & VALUES

• High standard of communication in English, both verbal and written
• Initiative and dedication to meet KPIs, deliver results and drive improvement
• High attention to detail and strong problem-solving skills
• Good social skills, confident in speaking to people and dealing with challenges
• Accountability of calls and willingness to ensure the best solutions
• Assertive, ability to challenge processes to achieve a better service and experience to the client
• Preferred experience in working in a client support environment using a CRM system, as well as in meeting call/e-mail quality targets

OUR BENEFITS & CULTURE

• An opportunity to work in a fast-growing, innovative company with lots of room for progression and career growth;
• A fail-friendly environment that encourages learning and initiative;
• A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary);
• 30+ days off (25 legal days off , 1 extra day off on your birthday, public holiday replacement days, extra buy/sell from your benefits budget);
• Performance Bonus scheme
• Matching charity contributions, charity days off, and the Pay it Forward charity challenge;
• Core benefits - Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance;
• We champion flexible working, and our mission is to help you find YOUR work-life balance, whether that's standard working, flex-time working, or working from home.

As a company we are 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. Our teams will jointly identify at least one “anchor day” per week on which the full team will be together in person. This unwavering policy is carefully crafted to enhance team unity, inspire creativity, and foster meaningful interactions between our colleagues, to help build our culture and local communities.

Darwin is part of Mercer Marsh Benefits (MMB), a 7,000-person-strong community of specialists in health, benefits, and employee wellbeing. This affords us a massive opportunity to impact the lives of tens of millions of people around the world. Darwin is changing benefits for good in eight out of the top ten technology companies in the world and has a wealth of clients across a diverse range of sectors. More than 4 million people are already using our platform.

Darwin™ is a market-leading and specialized global platform that requires specific training and accreditation for consultants to be proficient in delivering programs and projects. Darwin is changing Benefits for Good. Our unique and innovative SaaS (Software as a Service) platform has transformed the employee benefits industry. We are fast-paced, ambitious, people-focused and on a journey to innovate and develop products that truly impact people’s lives and the market in which we operate.

Here at Darwin, we don’t just get the job done, we go the extra mile. We strive to achieve one extra degree in all we do. We can do this because we have amazing people who do awesome things.