Customer Service Executive

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.

The Role:
Are you an experienced Customer Service Executive looking for a new challenge?

Do you have at least 2 years’ experience working in a call centre and Pension's regulated environment?

We are currently recruiting for a number Customer Service Executive's to join a busy and dynamic team that is responsible for delivering a high level of customer service to M&G plc customers and Financial Adviser's at our Kildean office in Stirling.

Working in Wealth Solutions Operations:
The Customer Service Executive (CSE) contributes to a positive environment which is focused entirely on delivering a great service experience to our customers and their advisers. The CSE has a key role in supporting a multi-functional, digitally led operation, providing high-quality services in relation to “on-boarding” new customers and servicing their ongoing needs.

A key requirement is the ability to understand our customers’ and advisers’ needs, and to understand where the role fits in the context of providing great customer service. Team work, collaboration with colleagues and the role modelling of our behaviors are essential in performing within this role. Quality and accuracy are key requirements to deliver excellent customer experience.

Key Work Level Accountabilities:
Colleague:

- Accountable for delivering a quality service and product to customers and stakeholders
- Focuses on quality of delivery to achieve clear outputs within guidelines and precedent
- Runs the organisation's processes and systems following pre-defined procedures
- Adapts to change, responds with initiative and make suggestions for improvements to own work and processes

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, customers outcomes and a reduction in M&G’s operational risk.
- Offer 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
- 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
- Ability to work at pace in an environment where high standards or productivity and quality are essential.
- 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 and ensure best customer outcomes
- To 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 Knowledge, Skills & Experience:

- Minimum 2 years industry knowledge of personal pension and self-invested personal pension schemes is essential
- At least 1-year experience of working in a customer service environment, preferably within pensions
- Behaviours and attitude to encapsulate a customer centric approach. Understand a customers’ 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 offer a competitive salary with excellent benefits.

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 exception