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Customer Service Consultant

3 months ago

Stirling, United Kingdom M&G plc. Full time
At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

Through our behaviours of 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 work place accommodations to ensure you have what you need to effectively deliver in your role.

Customer Service Consultant - New Business

The Role:

We are currently recruiting for a Cust o mer Service Colleague 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 various aspects of the New Business journey, taking ownership of the request from start to finish and keeping all parties updated. The role also involves making and receiving calls relating to New Business as well as providing phone support to the wider business area as required, as well as communication via email with our Clients and third parties.
This role can be based at our Bath, Stirling or Edinburgh offices with regular homeworking (3 days per week) and we will set you up with all the equipment you will need. We also accept flexible working requests.

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 New Business through to completion, managing expectations with third parties and our Financial Advisers.
  • 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 offer an excellent benefits package and a competitive salary.
Work Level: Colleague
Closing Date: 10th September 2024

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, disability or long term condition, 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.