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Customer Service Representative
2 months ago
About the Role:
The Customer Service Executive (CSE) plays a vital role in delivering exceptional customer experiences at M&G plc. As a key member of our team, you will contribute to a positive environment focused on providing high-quality services to our customers and their advisers.
Key Responsibilities:
- Provide accurate and straightforward information to our advisers and customers via the most appropriate channel.
- Offer digital education and guidance to advisers and customers on all applicable digital account journeys to encourage e-adoption.
- Identify failure demand and options to migrate to new or existing self-service channels, working in collaboration with sales support colleagues in distribution.
- Support non-advised transactions, making customers fully aware of their options and covering off all applicable risk warnings.
- Identify and provide support for vulnerable customers.
- Keep 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.
- Identify, handle, and resolve customer complaints and to achieve and maintain competency in accordance with the T&C Governance scheme (Voice only).
Key Requirements:
- 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.
About M&G plc:
M&G plc is a diverse workforce with an inclusive culture, underpinned by our policies and our employee-led networks who provide networking opportunities, advice, and support for the diverse communities our colleagues represent. We welcome those who take part in military service and those returning from career breaks.
