Customer Service Consultant

3 weeks ago

Stirling, 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.

Customer Service Consultant (Edinburgh or Stirling)

Career Returners:
We are excited to be partnering with Women Returners to offer the Career Returners Programme. The programme is targeted at experienced professionals who are looking to return to work after an extended career break of 18 months or more and who are interested in returning to the Financial Services sector.

We welcome people who are returning to the workplace after a career break, whether that was to look after family, provide care, for health reasons, travel, volunteering, study or time out. The journey back to work can be daunting so we put this programme in place to ease the transition. Plus, wherever possible we offer flexible working and family friendly arrangements.

Location: Edinburgh or Stirling

Programme: 12-month returnship

Start date: September 2023

How will you benefit from the Programme?
- You will have the opportunity to be part of a tailored 12-month programme with the potential of longer-term opportunities on completion
- You will receive coaching support from Women Returners for the first 6 months to help you transition successfully back into the workplace, as well as a mentor and buddy at M&G for the duration of the programme
- You will be part of a cohort of like-minded professionals and as such benefit from a cohort network
- The programme is expected to include hybrid working, which will include time working from home, various flexible working options may be available during and after the programme depending on the team and the role

Who are we looking for?
- Experienced professionals who have taken a career break of 18 months or more (as of May 2023). During this time, you may have been working small-scale around other commitments or have not done any paid work
- Interested in returning to the Financial Services sector
- Skills and experience relevant to the role
- The right to work in the UK

The Role:
As a Customer Service Consultant you will join a busy and dynamic team that is responsible for delivering an industry leading level of customer service as part of our inbound contact centre team. The Contact Centre team plays a key role in ensuring advisers and customers have the best possible experience in their communications with M&G.

We have modern office facilities in three main locations - Stirling, Edinburgh and Bath. We are operating a hybrid approach to home/office working. We’ll make sure you have all the equipment you need to carry out your role both in the office and outside it.

The full-time working hours are 35hrs per week with shifts patterns between 8.30am - 5.30pm.

Key Responsibilities for this role:

- Provide accurate and straightforward information to our advisors and customers, understand customer requests and identify what is required
- Maintain customer accounts, with all transactions and enquiries required for the customer processed accurately and in a timely manner within agreed timescales
- Own all requests and enquiries from end to end, delivering a personal service
- Constantly search for additional knowledge to help you provide support to advisors, clients and colleagues
- Identify ways in which we can continue to improve the way we do things

Key Knowledge, Skills & Experience:

- Experience of customer service and administrative environments (preferably in financial services, but not essential)
- Experience of handling calls in a busy Call Centre environment where high standards, productivity and quality are essential
- Organisational skills
- Ability to connect and build rapport where appropriate

Work Level: Colleague

Recruiter Name: Sarah Mathers

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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