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- Tasks: Manage and resolve customer complaints with a focus on exceptional service.
- Company: M&G is a leading international savings and investments business with over 170 years of experience.
- Benefits: Flexible working arrangements and workplace accommodations available.
- Why this job: Join a dynamic team in a fast-paced environment, making a real impact on customer satisfaction.
- Qualifications: Experience in customer service and complaint handling within financial services is essential.
- Other info: Inclusive culture welcoming diverse candidates, including those with disabilities.
The predicted salary is between 36000 - 60000 £ per year.
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: Senior Complaints Handler
An exciting opportunity has arisen for a Senior Complaints Handler to join our Complaint Resolution Team within M&G Life. In this role you will manage, investigate and resolve customer complaints, both written and over the phone. The ability to identify root cause and trends, and being able to work with other areas of the business in preventing future complaints is essential.
There has never been a more exciting time to join Complaint Resolution, where the right candidate will thrive in a climate of fast-paced business and regulatory change. A natural problem solver and customer-centric by nature, you should also have knowledge of the following:
Key Responsibilities:
• Deliver exceptional Customer Service
• Provide a prompt and professional response at all times while bringing the complaint to a close within the agreed timescales
• Manage your own workload effectively
• Work as part of a team to achieve shared goals
• Identify root causes, trends and issues that arise by process, product or complaint type and work with the wider business to influence reduction in complaint volumes
• Recognise opportunities for process improvement
You will have:
• Customer Service and complaint handling experience within a Financial Services environment
• Excellent communication skills – verbal and written
• Investigative and analytical skills
• Knowledge of Quality Assurance process and techniques
• An empathetic nature with the desire to reach the fairest outcome for the Customer
Desirable not essential:
• Knowledge of Prudential or similar Retirement Account products
Job Level: Experienced Colleague
Location: Kildean, Stirling – hybrid, in office 3 days per week
Recruiter: Sarah Mathers
Closing Date: 7 July 2025
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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
M&G plc is a leading international savings and investments business, managing money for around 4.6 million individual clients and more than 900 instit…
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Senior Complaint Handler | Stirling, UK employer: M&G plc
Contact Detail:
M&G plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaint Handler | Stirling, UK
✨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 specific examples from your past experience where you've successfully resolved customer complaints. Highlighting your problem-solving skills and customer-centric approach will be crucial in showcasing your fit for the role.
✨Tip Number 3
Research common trends and root causes of complaints within the financial services sector. Being able to speak knowledgeably about these issues and how they can be addressed will set you apart as a candidate who is proactive and informed.
✨Tip Number 4
Network with current or former employees of M&G, if possible. Gaining insights into the company’s work environment and expectations can provide you with valuable information to tailor your approach during interviews.
We think you need these skills to ace Senior Complaint Handler | Stirling, UK
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Senior Complaint Handler position. Understand the key responsibilities and required skills, such as customer service experience and investigative abilities.
Tailor Your CV: Customise your CV to highlight relevant experience in complaint handling and customer service within a financial services environment. Use specific examples that demonstrate your problem-solving skills and ability to manage complaints effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention how your skills align with M&G's values, particularly in delivering exceptional customer service and identifying root causes of complaints.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at M&G plc
✨Understand the Company Culture
Before your interview, take some time to research M&G's values and culture. They emphasise integrity, teamwork, and customer-centricity. Showing that you align with these values can set you apart from other candidates.
✨Demonstrate Your Problem-Solving Skills
As a Senior Complaints Handler, you'll need to showcase your ability to identify root causes and trends in complaints. Prepare examples from your past experience where you've successfully resolved issues and improved processes.
✨Highlight Your Customer Service Experience
Make sure to discuss your previous roles in customer service and complaint handling, especially within financial services. Be ready to explain how you managed difficult situations and ensured customer satisfaction.
✨Prepare for Behavioural Questions
Expect questions that assess your soft skills, such as empathy and communication. Use the STAR method (Situation, Task, Action, Result) to structure your answers, demonstrating how you've effectively handled complaints in the past.