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- Tasks: Deliver exceptional customer service through various channels and support digital adoption.
- Company: Join M&G plc, a leading savings and investments firm with a rich heritage.
- Benefits: Enjoy 38 days annual leave, a generous pension scheme, and flexible working options.
- Why this job: Make a real impact by helping customers navigate their financial journeys.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Inclusive culture with opportunities for personal and professional growth.
The predicted salary is between 28800 - 43200 £ per year.
Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.
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 onboarding 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 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 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).
- Experience of working in a customer service environment, preferably within a contact centre.
- 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.
This role is full time only and can be based out of our Edinburgh or Stirling offices with homeworking possible 3 days per week. The working hours are between 8.30am and 5.30pm Monday to Friday with your shifts being rotated between 8.30am - 4.30pm, 9am - 5pm or 9.30am - 5.30pm.
At M&G, we're committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:
- A valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions.
- 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy.
- Comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave.
- Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options.
M&G is proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. 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
Customer Service Executive - M&G plc. employer: Jobs via eFinancialCareers
Contact Detail:
Jobs via eFinancialCareers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Executive - M&G plc.
✨Tip Number 1
Get to know M&G and their values! Before your interview, dive into their mission and culture. This will help you connect with the team and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your customer service skills! Think of scenarios where you’ve gone above and beyond for a customer. Be ready to share these stories during your interview to demonstrate your ability to deliver exceptional service.
✨Tip Number 3
Show off your digital savvy! Since the role involves supporting digital account journeys, brush up on your knowledge of online tools and platforms. Being able to discuss how you can help customers navigate these will set you apart.
✨Tip Number 4
Don’t forget to ask questions! Prepare thoughtful questions about the role and the team. This shows your enthusiasm and helps you figure out if M&G is the right fit for you. Plus, it’s a great way to make a lasting impression!
We think you need these skills to ace Customer Service Executive - M&G plc.
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Executive role. Highlight your experience in customer service and any relevant skills that align with M&G's focus on delivering exceptional service.
Showcase Your Communication Skills: Since this role involves interacting with customers via phone, email, and webchat, it's crucial to demonstrate your communication skills. Use clear and concise language in your application to reflect how you would engage with customers.
Highlight Teamwork Experience: M&G values collaboration, so be sure to mention any past experiences where you've worked effectively in a team. This will show that you can contribute positively to their team-oriented environment.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way to ensure your application gets the attention it deserves!
How to prepare for a job interview at Jobs via eFinancialCareers
✨Know Your Stuff
Before the interview, make sure you brush up on M&G's services and values. Understanding their approach to customer service and how they handle complex enquiries will show that you're genuinely interested in the role and ready to contribute.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or improved service delivery. Highlight your ability to listen, empathise, and connect with customers, as these are key traits for a Customer Service Executive.
✨Be Ready for Digital Discussions
Since the role involves promoting digital adoption, be prepared to discuss your experience with digital tools and how you've helped others navigate them. This will demonstrate your capability to support customers in using M&G's Digital Account.
✨Ask Thoughtful Questions
At the end of the interview, don’t hesitate to ask questions about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
