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- Tasks: Support customers via phone, email, and webchat, ensuring a top-notch service experience.
- Company: M&G plc is a leading international savings and investments business with over 170 years of expertise.
- Benefits: Enjoy flexible working arrangements and the option to work from home three days a week.
- Why this job: Join a dynamic team focused on customer satisfaction and digital innovation in finance.
- Qualifications: Previous customer service experience, preferably in a contact centre, is essential.
- Other info: We embrace diversity and welcome applications from all backgrounds, including those with disabilities.
The predicted salary is between 30000 - 42000 £ per year.
M&G plc Stirling, Scotland, United Kingdom
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Join to apply for the Customer Service Executive Voice – 12mth FTC role at M&G plc
M&G plc Stirling, Scotland, United Kingdom
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Join to apply for the Customer Service Executive Voice – 12mth FTC role at M&G plc
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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.
Customer Service Executive – Voice – 12 month Fixed Term Contract
The Role:
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 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)
Key Knowledge, Skills & Experience:
- 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.
Job Level: Colleague
Recruiter: Sarah Mathers
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
Other
-
Industries
Financial Services and Investment Management
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Customer Service Executive Voice - 12mth FTC employer: M&G plc
Contact Detail:
M&G plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Executive Voice - 12mth FTC
✨Tip Number 1
Familiarise yourself with M&G's values and customer service philosophy. Understanding their commitment to integrity and exceptional service will help you align your responses during interviews and demonstrate that you're a good fit for their culture.
✨Tip Number 2
Brush up on your communication skills, especially over the phone and via webchat. Since the role involves direct interaction with customers, being able to convey information clearly and empathetically is crucial.
✨Tip Number 3
Prepare to discuss your experience in handling complex customer inquiries. Think of specific examples where you've successfully resolved issues or improved customer satisfaction, as this will showcase your problem-solving abilities.
✨Tip Number 4
Research common challenges faced in the financial services sector, particularly around digital adoption. Being knowledgeable about these issues will allow you to engage in meaningful conversations during the interview process.
We think you need these skills to ace Customer Service Executive Voice - 12mth FTC
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Service Executive position. Understand the key responsibilities and required skills, such as providing accurate information and supporting digital adoption.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service, especially in a contact centre environment. Emphasise your ability to connect with customers and deliver excellent service, as these are crucial for this role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of M&G's values. Mention specific examples of how you've successfully handled customer inquiries or improved service delivery in previous roles.
Highlight Relevant Skills: In your application, focus on skills that align with the job requirements, such as communication, problem-solving, and teamwork. Provide examples of how you've demonstrated these skills in past experiences to strengthen your application.
How to prepare for a job interview at M&G plc
✨Understand the Company Values
Before your interview, take some time to research M&G plc's values and behaviours. They emphasise integrity, teamwork, and customer focus. Be prepared to discuss how your personal values align with theirs and provide examples from your past experiences.
✨Showcase Your Customer Service Skills
As a Customer Service Executive, your ability to connect with customers is crucial. Prepare specific examples of how you've successfully handled customer inquiries or complaints in the past. Highlight your communication skills and your approach to ensuring customer satisfaction.
✨Familiarise Yourself with Digital Tools
Since the role involves supporting digital account journeys, it's important to demonstrate your comfort with technology. Brush up on any relevant digital tools or platforms you might encounter in the role, and be ready to discuss how you can help customers navigate these services.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during your interview. These may involve handling difficult customer situations or identifying ways to improve service delivery. Practice your responses to common scenarios, focusing on your problem-solving skills and ability to remain calm under pressure.
