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, frequent homeworking, and a supportive workplace culture.
- Other info: We value diversity and welcome applications from all backgrounds, including those with disabilities.
- Why this job: Be part of a dynamic team focused on customer satisfaction and process improvement in a fast-paced environment.
- Qualifications: Experience in customer service, strong communication skills, and excellent organisational abilities 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 Stirling 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 in the picturesque locations of Bath, Stirling, or Edinburgh. With a commitment to diversity and inclusion, M&G fosters an environment where every voice is valued, providing ample opportunities for professional development and collaboration within a dynamic team focused on delivering outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Administrator - 12mth FTC - M&G plc. in Stirling
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at M&G plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like M&G plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Administrator - 12mth FTC - M&G plc. in Stirling
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to M&G plc:Your cover letter is your chance to shine! Tell us why you want to work at M&G plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at M&G plc!
How to prepare for a job interview at M&G plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
