Customer Service Accreditation Lead in London

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

We will consider flexible working arrangements for any of our roles and also offer workplace accommodations to ensure you have what you need to effectively deliver in your role.

M&G Life, in its current form, was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customers with more than £300 Bn invested across all of its products and wrappers and has an ambitious growth plan for 2025 and beyond. M&G Life operates with partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting in-house operations. M&G Life also has an international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.

Main Responsibilities

• Coordinate with capacity planning and operational teams to align workforce capability with customer demand.
• Organise training cohorts and recruitment activity to ensure timely onboarding and upskilling of in-house customer service agents.
• Provide oversight of workforce readiness and training coordination within outsourced partners.
• Own and maintain records of all licenses and accreditations held by customer service agents across the in-house operation.
• Provide oversight of licensing and accreditation activity within supplier operations, ensuring consistency and compliance.
• Collaborate with compliance, training, and operational teams to streamline licensing processes and ensure learning journeys are effective and well-managed.
• Monitor and report on licensing status, training readiness, and workforce capability across service channels.
• Support the development of tools and processes that enable proactive workforce planning and accreditation tracking.
• Ensure licensing and accreditation frameworks align with FCA, FOS, and internal standards.
• Contribute to continuous improvement of workforce readiness and capability planning processes.

Key Knowledge, Skills & Experience

• Experience in workforce planning, training coordination, or accreditation management within a regulated customer service environment.
• Strong understanding of licensing and competency frameworks in financial services.
• Familiarity with FCA and FOS requirements and how they apply to customer service roles.
• Experience working with capacity planning and operational teams to align skills with demand.
• Strong organisational and project management skills.
• Ability to manage records and reporting with accuracy and attention to detail.
• Collaborative mindset with experience working across compliance, training, and operational functions.
• Proactive, adaptable, and committed to enabling colleague success and regulatory assurance.
• Excellent communication and stakeholder engagement skills.

What we offer

At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:

• A valuable pension scheme of 18%, with 13% Employer Contributions and 5% Employee Contributions.
• Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services.
• Enjoy 38 days annual leave.