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Customer Service Representative
1 month ago
We are seeking a skilled Customer Service Executive to join our team in Edinburgh or Stirling offices, with the possibility of homeworking 2 days a week.
The successful candidate will contribute to a positive environment focused on delivering a great service experience to our customers and their advisers.
Key responsibilities include providing accurate and straightforward information to our advisers and customers via the most appropriate channel, offering digital education and guidance, and identifying failure demand and options to migrate to new or existing self-service channels.
The ideal candidate will have experience working in a customer service environment, preferably within a contact centre, and possess excellent communication and problem-solving skills.
As a Customer Service Executive, you will be at the forefront of influencing e-adoption with advisers and customers, supporting omni-channel contact through webchat, phone, and email.
Quality and accuracy are key requirements to deliver excellent customer experience, and the successful candidate will be expected to keep up to date with process and pensions knowledge.
Key knowledge, skills, and experience include experience of working in a customer service environment, behaviours and approach to listen for and understand a customer's request, and ability to connect, build rapport, and deliver a service that delights the customer.
This role is full-time only, and the working hours are between 8.30am and 5.30pm, Monday to Friday, with shifts rotated between 8.30am - 4.30pm, 9am - 5pm, or 9.30am - 5.30pm.
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.
