Customer Outcomes Assurance Coach in Stirling

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.

The Customer Outcomes Assurance Coach plays a pivotal role in ensuring high-quality customer outcomes across complaints handling, onboarding, and complex servicing. This role supports a multi-functional, digitally-led operation and champions best practice through coaching, training, and quality assurance. The Coach fosters a culture of continuous improvement, collaboration, and regulatory compliance, aligned with M&G’s values and HR policies.

The role holder’s responsibilities:

• Deliver structured 1:1 and group coaching sessions across voice, secure message, webchat, and complaints functions, using recognised coaching models.
• Facilitate onboarding and capability development for new and existing colleagues, focusing on product knowledge, servicing processes, and complaint handling.
• Conduct quality assurance reviews of customer interactions, including call listening and complaint resolution audits, ensuring alignment with FCA, FOS, and internal standards.
• Participate in consistency meetings and peer reviews to uphold audit accuracy and calibration across the team.
• Perform root cause and trend analysis to identify areas for improvement and inform coaching focus.
• Act as a subject matter expert (SME) for product and process knowledge, supporting colleagues in resolving complex queries.
• Maintain team engagement through side-by-sides, feedback loops, and regular coaching communications.
• Collaborate with the Training & Knowledge Content Specialist to ensure training materials reflect current processes and regulatory expectations.
• Maintain and govern knowledge items, guidance materials, and feedback channels to ensure accessibility, relevance, and continuous improvement.
• Escalate risks appropriately and promote a positive risk and control culture through coaching and QA activity.

Key Knowledge, Skills & Experience:

• Proven experience in relevant serviced products in the area, complaint handling, quality assurance, and customer service within a regulated environment.
• Essential Skills - Successful candidate must have previous Call Framework experience, Contact Centre experience and complaint handling experience.
• Clear Communication Skills – a natural ability to explain complex information clearly and simply using excellent written and oral communication.
• Strong understanding of financial services regulations, especially in pensions and retirement accounts.
• Skilled in coaching, training delivery, and performance improvement.
• Excellent written and verbal communication skills.
• Demonstrates learning agility and adaptability in a fast-paced area.
• Builds collaborative relationships and fosters trust and accountability.

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.
• 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.

M&G is a leading international savings and investments business, managing money for around 4.6 million individual clients and more than 900 institutional clients in 38 offices worldwide.