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- Tasks: Manage and resolve customer complaints with a focus on exceptional service.
- Company: M&G plc is a leading global investment manager with over 170 years of experience.
- Benefits: Enjoy flexible working arrangements and workplace accommodations to support your success.
- 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: We embrace diversity and welcome applications from all backgrounds, 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
About the company
M&G plc is a global investment manager headquartered in London, England.
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Senior Complaint Handler employer: M&G
Contact Detail:
M&G Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Complaint Handler
✨Tip Number 1
Familiarise yourself with M&G's values and behaviours, such as 'telling it like it is' and 'owning it now'. Demonstrating how you embody these principles in your interactions can set you apart during the interview process.
✨Tip Number 2
Prepare specific examples from your past experience where you've successfully resolved customer complaints. Highlight your problem-solving skills and ability to identify root causes, as these are crucial for the Senior Complaints Handler role.
✨Tip Number 3
Research common trends and issues in the financial services sector related to customer complaints. Being knowledgeable about these can help you discuss potential improvements and show your proactive approach during interviews.
✨Tip Number 4
Network with current or former employees of M&G, if possible. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
We think you need these skills to ace Senior Complaint Handler
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Senior Complaint Handler. Familiarise yourself with the key skills required, such as customer service experience and investigative abilities, to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous experience in complaint handling within a financial services environment. Use specific examples that demonstrate your problem-solving skills and ability to manage complaints effectively.
Showcase Communication Skills: Since excellent communication is crucial for this role, ensure your application reflects your verbal and written communication skills. Consider including examples of how you've successfully resolved customer issues through effective communication.
Tailor Your Application: Customise your CV and cover letter to align with M&G's values and the specific requirements of the role. Mention your understanding of their commitment to customer service and how you embody similar values in your work.
How to prepare for a job interview at M&G
✨Showcase Your Customer Service Skills
As a Senior Complaints Handler, your ability to deliver exceptional customer service is crucial. Be prepared to share specific examples of how you've handled complaints in the past, focusing on your communication skills and empathy.
✨Demonstrate Problem-Solving Abilities
Highlight your investigative and analytical skills during the interview. Discuss how you've identified root causes of complaints and implemented solutions to prevent future issues, showcasing your proactive approach.
✨Familiarise Yourself with Financial Services
Since the role requires experience within a financial services environment, brush up on relevant knowledge, especially regarding complaint handling processes and quality assurance techniques. This will show your preparedness and understanding of the industry.
✨Emphasise Team Collaboration
M&G values teamwork, so be ready to discuss how you've worked effectively within a team to achieve shared goals. Share examples that illustrate your ability to collaborate and influence others positively.