At a Glance
- Tasks: Help customers with queries and provide exceptional service over the phone and email.
- Company: Join a leading savings and investments firm with a rich history of innovation.
- Benefits: Enjoy 38 days annual leave, hybrid working, and a generous pension scheme.
- Other info: Flexible working arrangements and a commitment to diversity and inclusion.
- Why this job: Be a problem-solving superhero and make a real difference in customers' lives.
- Qualifications: Customer service experience is a plus; a passion for helping people is essential.
The predicted salary is between 30000 - 40000 € per year.
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 workplace accommodations to ensure you have what you need to effectively deliver in your role.
We’re looking for a Customer Service Executive (CSE) to be the friendly, knowledgeable human behind the headset — the person customers and advisers are very glad they spoke to today. You’ll be part of a multi‑talented team whose entire purpose is making customer life easier. From welcoming new customers to tackling complex queries, you’ll be there to untangle, explain, reassure and resolve; you are a problem‑solving superhero.
You’re right on the frontline — influencing digital adoption, guiding customers confidently through their options, and making sure every interaction feels human, helpful and sorted. You’ll handle:
- Phone
Your secret superpower? Figuring out why someone is really calling — then fixing it properly so they don’t need to call back.
You’ll be busy:
- Explaining stuff clearly, calmly, and without drowning anyone in jargon
- Showing customers and advisers how to use Digital Account journeys
- Spotting repeat problems and helping stop them happening again
- Supporting customers who choose to transact without advice
- Recognising vulnerable customers and giving them thoughtful, appropriate support
- Handling complaints with empathy, confidence and professionalism
- Achieve and maintain competency in accordance with the T&C Governance scheme
- Keeping your pensions knowledge fresh and processes tidy
- Managing risk responsibly and raising flags when something doesn’t look quite right
- Working closely with teammates who value collaboration over ego
You’ll probably love this role if you:
- Have customer service experience (contact centre is a bonus, not a dealbreaker)
- Genuinely enjoy helping people, not just “handling queries”
- Can build rapport without forcing it
- Like fixing things properly the first time
- Care about quality, accuracy, and doing the right thing
- Enjoy learning, improving, and getting a little better every week
Office base: Edinburgh or Stirling
Hybrid working — up to 3 days a week at home
Full‑time only
Monday–Friday, between 8:30am and 5:30pm
Rotating shifts: 8:30am – 4:30pm, 9:00am – 5:00pm, 9:30am – 5:30pm
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% made up of Employer Contributions and 5% Employee Contributions.
- 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days.
- 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 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
Customer Service Executive – Voice in Stirling employer: Prudential Distribution
At M&G, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and growth. With flexible working arrangements, a generous benefits package including an 18% pension scheme, and a commitment to diversity, we empower our Customer Service Executives in Edinburgh or Stirling to thrive both personally and professionally while making a meaningful impact in the lives of our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive – Voice in Stirling
✨Tip Number 1
Get to know the company! Before your interview, dive into M&G's values and mission. This will help you connect your experiences to what they care about, showing them you're not just another candidate.
✨Tip Number 2
Practice your listening skills! As a Customer Service Executive, you'll need to understand customer needs. Try mock interviews with friends where you focus on active listening and responding thoughtfully.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past where you turned a tricky situation into a success. Be ready to share these stories during your interview to demonstrate your superhero abilities.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the M&G team. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Executive – Voice in Stirling
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your enthusiasm for helping customers and your passion for problem-solving.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience. Mention any customer service roles you've had, especially if they involved phone or email communication, as this will resonate with us.
Showcase Your Skills:Use specific examples to demonstrate your skills in communication and empathy. We love hearing about times when you’ve turned a tricky situation into a positive experience for a customer!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the info you need about the role there!
How to prepare for a job interview at Prudential Distribution
✨Know the Company Inside Out
Before your interview, take some time to research the company’s history, values, and services. Understanding their mission to provide confidence in savings and investments will help you align your answers with their goals.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you’ve successfully resolved customer issues or provided exceptional service. Highlight your ability to listen, empathise, and communicate clearly, as these are key traits for a Customer Service Executive.
✨Practice Active Listening
During the interview, demonstrate your listening skills by summarising what the interviewer says and asking clarifying questions. This shows that you’re engaged and genuinely interested in understanding their needs.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific customer scenarios. Think about common challenges in customer service and prepare thoughtful responses that showcase your problem-solving abilities and empathy.
