Customer Service Consultant

1 month 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:

We are currently recruiting for a Customer Support Consultant to join a busy and dynamic team that is responsible for delivering an industry leading level of customer service as well as continuously finding ways to help our Financial Advisers achieve and manage their client's portfolio.

The consultant will mainly deal with transfers off of the platform, taking ownership of the request from start to finish and keeping all parties updated. The role also involves processing third party withdrawal requests and taking inbound calls relating to transfers out as well as communication via email with our Clients and third parties.

This role can be homebased or based at our Bath, Stirling or Edinburgh office and we will set you up with all the equipment you will need.

Key Responsibilities for this Role:

People, Team and Work

  • Take ownership for fulfilling a variety of work, which includes:
  • Working as part of the Operational teams putting the customers at the heart of everything we do
  • To provide accurate and straight forward information to our Advisers and Customers via the most appropriate channel (telephone/email)
  • Ability to work in a busy environment where high standards, productivity and quality are essential
  • Taking ownership of client transfers through to completion, managing expectations with third parties and our Financial Advisers.
  • Processing third party payment requests
  • Become competent in the use of our online platform, to be able to confidently assist clients and advisers to support their use of the tools and online facilities available to them
  • Undertake additional ad hoc tasks where required

Customer

  • Behaviours and attitude to encapsulate a customer centric approach. Understand a customers' request, identifying what is required to deliver to that need
  • Own all requests/enquiries from end to end, minimising hand-offs 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 on 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

Key Knowledge, Skills & Experience:

This role could be the perfect first step to a career in Financial Services, however the following skills & experience are desirable:

  • Financial Services experience
  • Organisational skills
  • Ability to connect and build rapport where appropriate
  • Experience of taking inbound calls

We have a diverse workforce and an inclusive culture at M&G plc, 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 or disability 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.

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