Customer Service Executive - Fixed Term Contract

At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

12month Secondment/Fixed Term Contract

The Customer Service Executive (CSE) contributes to a positive environment which is focused entirely on delivering a great service experience to our customers and their advisers. The CSE has a key role in supporting a multi-functional, digitally led operation, providing high-quality services in relation to “on-boarding” new customers and servicing their ongoing needs. Post the launch of Digital Account the role is one of exception handling of complex enquiries.

Working in the Voice team, the CSE is at the forefront of influencing e-adoption with Advisers and those Customers wishing to transact on a non-advised basis. The CSE will support omni-channel contact through webchat, phone and email with a key part of the role identifying the reason for contact and taking steps to reduce failure demand and improve the customer experience.

Individual performance and service delivery is subject to M&G’s HR and people policies and is carried out within all policy, legislation and regulatory risk frameworks.

A key requirement is the ability to understand our customers’ and advisers’ needs, and to understand where the role fits in the context of providing great customer service. Team work, collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role. Quality and accuracy are key requirements to deliver excellent customer experience.

Key Responsibilities for this role:

• To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&G’s operational risk.

• To provide accurate and straight forward information to our Advisers and Customers via the most appropriate channel (telephone, email or webchat)

• Offer digital education and guidance to Advisers and Customers on all applicable Digital Account journeys to encourage e-adoption

• Identifying failure demand and options to migrate to new or existing self-service channels, working in collaboration with Sales Support colleagues in Distribution

• Support non-advised transactions making Customers fully aware of their options and covering off all applicable risk warnings

• Identify and provide support for vulnerable customers

• To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment and ensure best customer outcomes

• To keep up to date with process and pensions knowledge

• Risk Management against standards and highlighting or escalating risk and discrepancies

• Knowledge Management – keeping up to date with processes, rules and products

• Identify, handle and resolve customer complaints and to achieve and maintain competency in accordance with the T&C Governance scheme (Voice only).

Key Knowledge, Skills & Experience:

Minimum 2 years industry knowledge of personal pension and self-invested personal pension schemes is essential

At least 1-year experience of working in a customer service environment, preferably within pensions

Behaviours and attitude to encapsulate a customer centric approach. Understand a customers’ request, identifying what is required to deliver to that need

Ability to connect, build rapport where appropriate and deliver a service that delights the customer

Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs

• Strong industry knowledge of personal pension and self-invested personal pension schemes

• Strong technical knowledge of PruWealth products

• Working knowledge of financial services regulatory, legal and legislative frameworks

• Understanding of pensions and the tax regime in which they operate and of FSA compliance rules relating to PPs/SIPPs and packaged products

• Understanding of the Statements of Principle and Code of Practice

• At least 1-year experience of working in a customer service environment, preferably within pensions

• Experience of operating Retirement Account administration processes

• Behaviours and approach to listen for and understand a customers’ request, identifying what is required to deliver to that need

• Ability to connect, build rapport where appropriate and deliver a service that delights the customer

• Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs

The Shift Pattern for this role is likely to be 8.30-4.30, 9-5 & 10-6 on a rotation, subject to change with opening hours. Location is expected to be a combination of home working and office working in your local HUB which is based in either Edinburgh or Stirling.

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at:

R16473