Customer Service Leader

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 work place accommodations to ensure you have what you need to effectively deliver in your role.The Role: Customer Service LeaderTheCustomer Service Leader (CSL) contributes to a positive environment where all of our people thrive and contribute to deliver a great service experience for our customer and their advisers. Contributing as part of the Wealth Solutions Operations Leadership team the CSL leads their team through supportive management and tailored coaching and development.TheCSL hasa key role inleading amulti-functional digitally led operation providing high-quality services in relation to on-boarding new customers and servicing their ongoing role leads at the frontline of service delivery to our customers and their advisers through multi-channels and with timely and accurate delivery. The role holder is responsible for ensuring that they and their teams adhere to M&G plcs HR and people policies and is carried out within all policy legislation and regulatory risk frameworks.A key requirement is the ability to understandourcustomersand advisers needs and to understand where the role fits in the context of providing great customer service. The CSL requires strong leadership management and interpersonal skills and is a role model for M&G plcs leadership behaviours including teamwork and collaborative relationships with key stakeholders across M&G Prudential particularly Distribution.Key Responsibilities for this role:To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment customer outcomesPeople Management setting clear objectives and targets on an individual basis and monitoring performance of team membersTeam Leadership undertake team briefings provide feedback recognise individual and team accomplishmentsDelivery of high-quality customer service through their team and through resolution of any escalated processes or issuesPeople coaching and team developmentKnowledge Management ownership of key processes with accountability to keep up to date as well as providing feedback and improvementsUsing judgement to strengthen our positive risk and control culture by identifying assessing and managing risk within their teamTaking all reasonable steps to ensure the team fulfils its external regulatory legal and industry obligationsPerform T&C oversight responsibilities to achieve and attain competency of the operational teamKey Knowledge Skills & Experience:Significant experience of customer service environments preferably in Financial ServicesProven leadership experienceRelevant professional qualification (or graduate degree) is desiredHR policies and practices for managing people within M&G plc environmentPeople management coaching and development techniques in line with PruWealthWorking knowledge of life and pensions products markets and competitorsStrong knowledge of Prudential products and processesUnderstanding of the Statements of Principle and Code of PracticePeople Management creates and sustains a work environment that fosters trust and collaborative relationships within the teamAligns and Engages a Team in the Vision provides clarity to each team member on their role in achieving the vision strategy and goalsEnergises and enables others ignites passion and releases potential to drive successDevelops Talent and Capabilities identifies and cultivates essential skills and attributes to maximise individual contribution and engagementEmbraces change adaptable to the abundance of business changeExcellence in Execution proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needsAnalytical skills performance management through MI and in line with PruWealth guidelinesLeadership and coaching skills - approachable and encouraging as a role model whilst also open to feedbackCommunication skills and ability to build strong rapport with team and stakeholdersSelf-motivated to work with limited direction and desire to grow and learnOwnership and accountability responsibility for team performanceConfidence in standing up and deliver feedback and communicationsAbility competence and organisation can juggle priorities in a calm mannerJob Level: Experienced ColleageRecruiter Name:Sarah MathersClosing Date:24 November 2025What we offer:At M&G were 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:As a savings and Investments firm we are proud to offer a valuable pension scheme of 18% with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.Enjoy 38 days annual leave including bank holidays with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy to balance your work and personal commitments. Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity adoption surrogacy and paternity leave - as supporting families is a core aspect of our inclusive culture.Health & Protection cover including Private Healthcare Critical Illness cover and Life Assurance for you with family options - for peace of mind.To explore more about life at M&G and our full benefits offering visit Life at M&GWe 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. 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.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.Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional needpleaselet usknow by contacting us at: Key Skills Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking Employment Type : Full-Time Experience: years Vacancy: 1