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- Tasks: Manage complaints, ensure timely responses, and improve processes in a fast-paced environment.
- Company: M&G plc is a leading international savings and investments business with over 170 years of experience.
- Benefits: Enjoy flexible working arrangements and a supportive workplace culture.
- Why this job: Join a dynamic team focused on customer satisfaction and process improvement.
- Qualifications: Strong communication skills and customer service experience are essential.
- Other info: We welcome diverse applicants and offer support for those with disabilities.
The predicted salary is between 24000 - 36000 £ per year.
Join to apply for the Complaints Administrator – 12mth FTC role at M&G plc
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Join to apply for the Complaints Administrator – 12mth FTC role at M&G plc
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.
The Role – 12mth Fixed Term Contract
We have an exciting opportunity for a Complaints Administrator to join our M&G Wealth Platform Complaints team in Bath, Stirling or Edinburgh. We will consider flexible working arrangements and frequent homeworking.
In this role you will identify and log complaints as they arrive into the department and ensure that all regulatory letters are issued accurately and on time. You will manage incoming mail and calls efficiently and effectively and, where possible, contact customers by letter or by telephone to resolve their complaints swiftly.
You will be able to identify certain trends and highlight where appropriate, enabling Experienced Colleagues in the team to implement changes to processes and procedures with a view to reducing future complaints.
There has never been a more exciting time to join Platform Complaints, where the right candidate will thrive in a climate of fast-paced business and regulatory change. We are looking for a natural communicator and problem solver and for you to be customer-centric by nature.
Key Responsibilities for this role:
- Deliver exceptional customer service by maintaining a positive and professional approach at all times
- Manage the incoming workload effectively, identifying and logging complaints and ensuring that all regulatory letters are issued on time
- Handle incoming calls, answering customer queries or directing the calls to the case handler as required
- Issue ad-hoc communications as needed or requested
- Identify complaints that can be resolved “at source” and contact complainants with a view to reaching a satisfactory resolution
- Ensure that all complaints are correctly identified and work with other areas of the business to ensure that non-complaints are handed off promptly
- Work as part of a team to achieve shared goals
- Identify certain trends and escalate via established channels
- By observation, recognise and suggest opportunities for process improvement
Key Knowledge, Skills & Experience:
- Experience of working in a customer service environment
- Strong communication skills, both written and verbal, and a confident telephone manner
- Excellent organisational and time-management skills
- PC literate
- Highly customer focused
- Ability to organise daily workload and change priorities, often at short notice
- Ability to investigate and resolve problems and present sound reasoned arguments to support your outcome
- Decisiveness
Job Level: Colleague
Recruiter: Sarah Mathers
Closing Date: 6 August 2025
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: careers@mandg.com
Seniority level
-
Seniority level
Not Applicable
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology
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Industries
Financial Services and Investment Management
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Complaints Administrator - 12mth FTC employer: M&G plc
Contact Detail:
M&G plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Administrator - 12mth FTC
✨Tip Number 1
Familiarise yourself with M&G's values and behaviours, such as integrity and teamwork. During any interactions, whether in interviews or networking, demonstrate how you embody these values in your previous roles.
✨Tip Number 2
Highlight your customer service experience by preparing specific examples of how you've resolved complaints or improved processes in past positions. This will show that you can handle the responsibilities of the Complaints Administrator role effectively.
✨Tip Number 3
Research common complaints in the financial services sector and think about how you would address them. Being able to discuss these during an interview will demonstrate your proactive approach and understanding of the industry.
✨Tip Number 4
Network with current or former employees of M&G to gain insights into the company culture and the Complaints team. This can provide you with valuable information to tailor your approach and show genuine interest in the role.
We think you need these skills to ace Complaints Administrator - 12mth FTC
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaint handling. Use specific examples that demonstrate your strong communication skills and ability to resolve issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the key responsibilities outlined in the job description, particularly your ability to manage complaints and provide exceptional customer service.
Showcase Problem-Solving Skills: Provide examples in your application of how you've successfully resolved complaints or improved processes in previous roles. This will demonstrate your proactive approach and ability to identify trends, which is crucial for this position.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for a Complaints Administrator.
How to prepare for a job interview at M&G plc
✨Showcase Your Customer Service Skills
As a Complaints Administrator, your ability to deliver exceptional customer service is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or complaints, highlighting your communication skills and professionalism.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've identified problems and implemented solutions. M&G plc values candidates who can think critically and act decisively, so share how you approached challenges in previous roles.
✨Familiarise Yourself with Regulatory Requirements
Understanding the regulatory environment is key for this role. Brush up on relevant regulations related to complaints handling in the financial services sector, as this knowledge will show your preparedness and commitment to compliance.
✨Highlight Your Organisational Skills
The role requires effective management of incoming workloads and prioritising tasks. Be prepared to discuss how you organise your daily tasks and adapt to changing priorities, providing examples that demonstrate your time-management skills.
