At a Glance
- Tasks: Join our team to manage and resolve customer complaints efficiently.
- 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.
- Other info: We celebrate diversity and welcome applications from all backgrounds.
- Why this job: Be part of a dynamic team focused on customer satisfaction and process improvement.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 28800 - 43200 £ per year.
Job Description
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
• A bility 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
Complaints Administrator - 12mth FTC - M&G plc. in Edinburgh employer: M&G plc
M&G plc is an exceptional employer that prioritises employee well-being and growth, offering flexible working arrangements and a supportive work culture. With a commitment to diversity and inclusion, M&G fosters an environment where every voice is valued, providing opportunities for professional development and collaboration within a dynamic team. Located in Bath, Stirling, or Edinburgh, this role as a Complaints Administrator allows you to contribute meaningfully while enjoying the benefits of a progressive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Administrator - 12mth FTC - M&G plc. in Edinburgh
✨Tip Number 1
Familiarise yourself with M&G's values and behaviours, such as 'telling it like it is' and 'owning it now'. Demonstrating an understanding of these principles during your interactions can show that you align with their company culture.
✨Tip Number 2
Prepare to discuss your experience in customer service and how you've effectively resolved complaints in the past. Be ready to share specific examples that highlight your problem-solving skills and ability to maintain a positive attitude under pressure.
✨Tip Number 3
Research common trends in complaints within the financial services industry. Being knowledgeable about these trends can help you identify potential areas for improvement and demonstrate your proactive approach during discussions.
✨Tip Number 4
Practice your communication skills, especially over the phone. Since the role requires handling calls and addressing customer queries, being articulate and confident will be key to making a great impression.
We think you need these skills to ace Complaints Administrator - 12mth FTC - M&G plc. in Edinburgh
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities of a Complaints Administrator at M&G plc. Highlight your relevant experience in customer service and problem-solving in your application.
Tailor Your CV:Customise your CV to reflect the key skills and experiences mentioned in the job description. Emphasise your strong communication skills, organisational abilities, and any experience with complaint handling or customer service.
Craft a Compelling Cover Letter:Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples from your past experiences that demonstrate your ability to manage complaints effectively and provide exceptional customer service.
Proofread Your Application:Before submitting, carefully proofread your application materials. Ensure there are no spelling or grammatical errors, as attention to detail is crucial for this role. A polished application reflects your professionalism.
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 positive and professional approach.
✨Demonstrate Strong Communication Abilities
Effective communication is key in this role. Practice articulating your thoughts clearly and confidently, both verbally and in writing. Be ready to discuss how you've handled difficult conversations or communicated complex information to customers.
✨Highlight Your Organisational Skills
The role requires excellent organisational and time-management skills. Be prepared to discuss how you prioritise tasks and manage your workload, especially in fast-paced environments. Consider sharing specific tools or methods you use to stay organised.
✨Be Ready to Discuss Process Improvement
M&G values candidates who can identify trends and suggest process improvements. Think of instances where you've observed inefficiencies and proposed solutions. This will demonstrate your proactive mindset and ability to contribute to the team's success.
