Customer Resilience and Journey Success Team Leader 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.

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.

The Customer Resilience and Journey Success Team Leader provides day-to-day leadership to a team of specialist complaint handlers, ensuring customers receive timely, fair and empathetic resolutions. The role works across multiple channels including voice, secure messaging and webchat, and provides line-of-sight and assurance across equivalent activity delivered by outsourced partners. The role holder will champion an approach that protects vulnerable customers, delivers operational resilience, and restores confidence when things have gone wrong.

A key part of the role is creating a culture where colleagues are empowered through high challenge and high support, using coaching and feedback to strengthen capability. Working closely with operational and change teams, the role holder will use insight and root-cause analysis to identify recurring issues and influence improvements to customer journeys, ensuring outcomes meet regulatory expectations and align with M&G’s service ambitions to deliver service that really works, ensuring customer journeys are fair, seamless and resilient. The role supports proactive intervention, early journey support and high‐quality complaint resolution.

Main Responsibilities:

• Lead, coach and develop a team of complaint specialists, setting clear expectations and supporting colleagues to deliver consistently high-quality customer outcomes.
• Provide visible leadership across in-house and outsourced environments, ensuring consistent standards, fair resolutions and an aligned approach to customer resilience.
• Own CEO escalations, operational escalation process and complex customer situations through to conclusion, acting as a point of technical and judgement-based expertise.
• Use customer insights, quality feedback and root-cause analysis to identify themes and partner with operational, product and change teams to improve processes and journeys.
• Ensure all activity adheres to regulatory requirements including FCA and FOS expectations and timescales, safeguarding customer outcomes and operational risk standards.
• Monitor and support a reduction in FOS overturn rates, sharing insight on best practice and clear evidence/actions where good customer outcomes have not been achieved.
• Deliver T&C oversight and competence assessments to maintain a skilled, capable and compliant team.
• Act as Vulnerable Customer Ambassador supporting Champions to ensure vulnerable customer best practice is applied.

Key Knowledge, Skills & Experience:

• Strong experience in a regulated financial services complaints environment, ideally across life and pensions.
• Strong understanding of Consumer Duty principles and how to apply them to ensure consistently fair customer outcomes.
• Proven leadership of operational or customer-facing teams, with a passion for people development and coaching.
• Demonstrable understanding of complaint handling regulation, FCA expectations on customer outcomes, and the role of vulnerability within complaint journeys.
• Ability to analyse and interpret customer, operational and quality insights to identify root cause and drive improvement actions.
• Excellent communication and influencing skills, with confidence engaging stakeholders and outsourced partners.
• Adaptable and comfortable operating in a changing environment with evolving customer and regulatory expectations.

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.

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.