At a Glance
- Tasks: Lead a dynamic Customer Services team to deliver exceptional customer experiences.
- Company: Join M&G, a leading savings and investments firm with a diverse and inclusive culture.
- Benefits: Enjoy 38 days annual leave, a generous pension scheme, and private healthcare.
- Other info: Flexible working options and support for diverse communities.
- Why this job: Make a real impact by developing talent and driving high performance in a fast-paced environment.
- Qualifications: Proven leadership experience and strong platform knowledge in customer service.
The predicted salary is between 35000 - 45000 £ per year.
About the Role
This role is responsible for leading a high‑performing Customer Services team to deliver consistently strong customer outcomes. You will set clear expectations, role model M&G values, and create an environment where individuals are supported, challenged, and developed to succeed. You will lead a team responsible for supporting a wide range of customer servicing needs in a contact‑centre environment, combining strong people leadership with deep platform knowledge to drive performance, resolve complexity, and ensure high‑quality service delivery. We’re looking for an experienced leader with a proven track record in fast‑paced, demanding environments, who brings both leadership credibility and strong technical/platform expertise.
Key Work Level Accountabilities – Experienced Colleague
- Accountable for delivering high quality service through strong experience and platform knowledge
- Ensures the team consistently meets performance and service standards
- Applies judgement within established frameworks to manage complexity and solve problems
- Uses experience and expertise to drive outcomes and continuous improvement
Key Responsibilities
- Lead, develop, and performance manage a Customer Services team
- Act as part of the wider operational leadership team, driving collective outcomes
- Provide credible leadership underpinned by strong platform knowledge and expertise
- Use technical and operational insight to support decision making and drive continuous improvement
- Coach and develop team capability, building both performance and knowledge depth
- Maintain high engagement and motivation, particularly through change
- Manage people issues confidently and effectively
Key Knowledge, Skills & Experience
- Proven people leadership experience with strong performance outcomes
- Deep and broad platform knowledge, with the ability to apply expertise across varied scenarios
- Experience operating in fast‑paced, complex environments
- Strong ownership and accountability for team performance
- Excellent communication, coaching, and stakeholder engagement skills
- Confident decision‑maker, able to manage performance and drive improvement
Location Bath or Stirling
What we offer
As a savings and investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services. Enjoy 38 days annual leave, including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy. Our market‑leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave. Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options.
We have a diverse workforce and an inclusive culture at M&G, 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Bath
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at M&G. 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 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 Customer Service Team Leader in Bath
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:Your cover letter is your chance to shine! Tell us why you want to work at M&G 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!
How to prepare for a job interview at M&G
✨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.
