Customer Service Representative

4 weeks ago


Stirling, Stirling, United Kingdom M&G Full time

We're looking for a skilled Customer Service Executive to join our team in Edinburgh or Stirling, with the possibility of homeworking 2 days a week. This is a full-time role with a competitive salary and benefits package.

The Customer Service Executive plays a key role in delivering a great service experience to our customers and their advisers. They will be responsible for supporting a multi-functional, digitally led operation, providing high-quality services in relation to "on-boarding" new customers and servicing their ongoing needs.

Key responsibilities include:

  • Providing accurate and straightforward information to our advisers and customers via the most appropriate channel (telephone, email or webchat)
  • Offering digital education and guidance to advisers and customers on all applicable Digital Account journeys to encourage e-adoption
  • Identifying failure demand and options to migrate to new or existing self-service channels, working in collaboration with Sales Support colleagues in Distribution
  • Supporting non-advised transactions, making customers fully aware of their options and covering off all applicable risk warnings
  • Identifying and providing support for vulnerable customers
  • Keeping up to date with process and pensions knowledge
  • Risk Management against standards and highlighting or escalating risk and discrepancies
  • Knowledge Management – keeping up to date with processes, rules and products
  • Identifying, handling and resolving customer complaints and to achieve and maintain competency in accordance with the T&C Governance scheme (Voice only)

Key knowledge, skills and experience include:

  • Experience of working in a customer service environment, preferably within a contact centre
  • Behaviours and approach to listen for and understand a customer's request, identifying what is required to deliver to that need
  • Ability to connect, build rapport where appropriate and deliver a service that delights the customer
  • Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs

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.



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