Customer Service Consultant

2 weeks ago

Bath, Bath and North East Somerset, United Kingdom M&G plc Full time
At M&G our purpose is to help people manage and grow their savings and investments, responsibly.

As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities.

To help us achieve our vision we're looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.


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
  • To provide a support service to Financial Advisers and end clients, delivering an industry leading level of customer service and continuously finding ways to help our Financial Advisers achieve and manage their client's portfolio and to achieve their strategy and objectives.
  • Key Responsibilities for this Role
  • People, Team and Work
  • Take ownership for fulfilling a variety of work, which may include:
  • New client set up and allocation of client monies
  • Making customer payments including processing withdrawals, regular payments and cash movements
  • Maintaining customer accounts
  • Processing Corporate Events
  • Assessing suitability of new and ongoing investment products and adding or amending them on the platform
  • Become competent in the use of our online platform, to be able to assist clients and advisers to support their use of the tools and online facilities available to them
  • Working as part of the Operational teams putting the customers at the heart of everything we do
  • Demonstrate awareness of the team measures and support how these are used to understand the customer journey
  • Undertake project and ad hoc tasks where required


 Customer
  • Own all requests/enquiries from end to end, minimising handoffs and delivering a personal service
  • Constantly seek additional knowledge to help you provide support to advisers, clients and colleagues, anticipating their needs and finding solutions to any challenges that arise
  • Learn from feedback received how to improve our service proposition and assist colleagues to meet collective business goals
  • Identify ways in which we can continue to improve the way we do things
  • All transactions and enquiries required for the customer processed accurately and in a timely manner within agreed timescales
Risk- Ensure Business area risk responsibilities are understood

  • Understand the Risk types, key risks and control framework in your business area.
  • Undertake all mandatory training
  • Take personal accountability for understanding the key regulatory and legal requirements the platform must adhere to, ensuring all requests are completed in a timely and accurate manner
  • Demonstrate an awareness of the key risks to the business and assist the leadership team in proactively managing these
  • All work is completed using agreed team procedures and processes
  • Identify and take ownership of those risks in accordance with the risk handling procedure and escalate where necessary
Culture- Demonstrate role model behaviours

  • Develops effective working relationships across teams to deliver a cohesive and professional customer service
  • Collaborate with colleagues to meet collective business goals showing flexibility to support the needs of the business.
  • Be flexible in your approach to the work, proactively looking for opportunities to develop, learn and assist your colleagues in their development
  • Take personal accountability for your own personal development and professional competence, finding ways to further your own learning, gaining a strong understanding of the platform and long term savings industry
  • Take personal responsibility to get involved in setting your objectives to support the company strategy.
  • Key Knowledge, Skills & Experience:
  • We aspire to provide industry leading levels of customer service, motivating our customers to not only give us positive feedback, but recommend the service we provide. To help us achieve this you will need high levels of energy, strong customer empathy and a desire to help all customers, no matter how challenging the request.
  • You will be proactive in your approach to your work and change within the workplace.
  • You will be the face or voice of our brand and a very high level of professionalism is expected at all times. Excellent verbal and numeracy skills are essential, as is being able to communicate in a confident, professional and sincere manner.
  • Our clients entrust us to take safe custody of their life savings, this requires us all to demonstrate extremely high levels of personal integrity to maintain this trust.
  • We use a range of IT systems to support our clients. Although we'll help you learn how to use these systems, a working knowledge of Microsoft Office, including Word and Excel, is required.
  • Financi

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