Customer Outcomes Assurance Coach - M&G plc. in Stirling

The Customer Outcomes Assurance Coach plays a pivotal role in ensuring high-quality customer outcomes across complaints handling, onboarding, and complex servicing. This role supports a multi-functional, digitally-led operation and champions best practice through coaching, training, and quality assurance. The Coach fosters a culture of continuous improvement, collaboration, and regulatory compliance, aligned with M&G's values and HR policies.

Responsibilities

• Deliver structured 1:1 and group coaching sessions across voice, secure message, webchat, and complaints functions, using recognised coaching models.
• Facilitate onboarding and capability development for new and existing colleagues, focusing on product knowledge, servicing processes, and complaint handling.
• Conduct quality assurance reviews of customer interactions, including call listening and complaint resolution audits, ensuring alignment with FCA, FOS, and internal standards.
• Participate in consistency meetings and peer reviews to uphold audit accuracy and calibration across the team.
• Perform root cause and trend analysis to identify areas for improvement and inform coaching focus.
• Act as a subject matter expert (SME) for product and process knowledge, supporting colleagues in resolving complex queries.
• Maintain team engagement through side‑by‑side, feedback loops, and regular coaching communications.
• Collaborate with the Training & Knowledge Content Specialist to ensure training materials reflect current processes and regulatory expectations.
• Maintain and govern knowledge items, guidance materials, and feedback channels to ensure accessibility, relevance, and continuous improvement.
• Escalate risks appropriately and promote a positive risk and control culture through coaching and QA activity.

Key Knowledge, Skills & Experience

• Proven experience in relevant serviced products, complaint handling, quality assurance, and customer service within a regulated environment.
• Essential skills: previous Call Framework experience, contact centre experience and complaint handling experience.
• Clear communication skills – a natural ability to explain complex information clearly and simply using excellent written and oral communication.
• Strong understanding of financial services regulations, especially in pensions and retirement accounts.
• Skilled in coaching, training delivery, and performance improvement.
• Excellent written and verbal communication skills.
• Demonstrates learning agility and adaptability in a fast‑paced area.
• Builds collaborative relationships and fosters trust and accountability.

What we offer

• We offer a valuable pension scheme of 18%, with 13% contributed by the employer and 5% by the employee.
• We also provide Share Save and a Share Incentive Plan, alongside access to financial wellbeing and support services to give you confidence in your money.
• 38 days annual leave, including bank holidays, with the option to purchase up to 5 extra days and flexible Time Off When You Need It to balance work and personal commitments.
• Our Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave.
• Health and protection cover including private healthcare, critical illness cover, and life assurance for you, with family options for peace of mind.

We have a diverse workforce and an inclusive culture, underscored by our policies and employee‑led networks that support the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long‑term condition, we strive to attract, promote, and retain exceptional people. M&G is proud to be a Disability Confident Leader and welcomes applications from candidates with long‑term health conditions, disabilities, or neuro‑divergent conditions.