Training & Knowledge Content Specialist

Overview

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. Through 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

Training & Knowledge Content Specialist

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 operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in-house operation. M&G Life also has international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.

The Training & Knowledge Content Specialist is responsible for creating high-quality, engaging, and compliant training and knowledge materials that support the development of customer service colleagues across M&G’s in-house and outsourced operations. Working closely with the coaching team—who act as subject matter experts—the role holder will translate operational expertise into structured learning journeys and accessible content.

This role plays a critical part in ensuring that training is fit for purpose, aligned with regulatory expectations, and supports the delivery of exceptional customer outcomes. In addition to core service training, the role holder will design and maintain learning pathways for leadership development and succession planning, including training for managers and specialists. They will collaborate across teams to understand learning needs, optimise training design, and maintain knowledge resources that enable consistent, confident service delivery.

Main Responsibilities

• Design and write training content for customer service roles across contact, complaints and back office functions.
• Collaborate with coaches and operational SMEs to capture expertise and translate it into structured learning materials.
• Develop and maintain knowledge management content, ensuring accuracy, accessibility, and alignment with business and regulatory standards.
• Create learning journeys that support onboarding, upskilling, leadership development, and succession planning.
• Design and maintain training content for managers and specialists to support capability growth and career progression.
• Ensure training content reflects FCA, FOS, and internal compliance requirements.
• Work with operational leaders and change teams to ensure training supports new products, processes, and service enhancements.
• Review and update training materials in response to feedback, regulatory changes, and service evolution.
• Support the development of digital learning formats and self-serve content.
• Maintain version control and governance of training and knowledge assets.
• Collaborate with the Customer Standards & Coaching Manager to ensure training delivery is consistent and impactful.

Key Knowledge, Skills & Experience

• Experience in instructional design, training content creation, or learning development within a customer service or regulated environment.
• Strong writing and editing skills, with the ability to simplify complex information.
• Understanding of FCA and FOS requirements and how they apply to training and knowledge content.
• Experience working with subject matter experts to develop learning materials.
• Familiarity with contact centre operations and customer service processes.
• Experience designing learning journeys for leadership development and succession planning.
• Knowledge of adult learning principles and instructional design methodologies.
• Experience with digital learning tools and knowledge management platforms is desirable.
• Strong collaboration and stakeholder engagement skills.
• Attention to detail and commitment to quality and compliance.
• Proactive, adaptable, and passionate about enabling colleague success through learning.

Work Level: Experienced Colleague

Recruiter: Sarah Mathers

Location: Homebased, Stirling, Edinburgh or London

Closing Date: 16 February 2025

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:

• 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 – to help give you real confidence to put your money to work.
• 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 – to balance your work and personal commitments.
• Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave – as supporting families is a core aspect of our inclusive culture.
• Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options – for peace of mind.

To explore more about life at M&G and our full benefits offering, visit Life at M&G

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.

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