Customer Service Executive – Contact Centre

7 months ago

Stirling, United Kingdom M&G Full time

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:


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. Post the launch of Digital Account the role is one of exception handling of complex enquiries.

Working in the Voice team, the CSE is at the forefront of influencing e-adoption with Advisers and those Customers wishing to transact on a non-advised basis. The CSE will support omni-channel contact through webchat, phone and email with a key part of the role identifying the reason for contact and taking steps to reduce failure demand and improve the customer experience.
Individual performance and service delivery is subject to M&G Prudential’s HR and people policies and is carried out within all policy, legislation and regulatory risk frameworks.

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 behaviours are essential in performing within this role. Quality and accuracy are key requirements to deliver excellent customer experience.


Key Responsibilities for this role:

To provide accurate and straight forward information to our Advisers and Customers via the most appropriate channel (telephone, email or webchat)

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 

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:

Experience of working in a customer service environment, preferably within a contact centre

Behaviours and approach to listen for and 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

This role is full time only and can be based out of our Edinburgh or Stirling offices with homeworking possible 2 days per week.

The working hours are between 8.30am and 5.30pm Monday to Friday with your shifts being rotated between 8.30am - 4.30pm, 9am - 5pm or 9.30am - 5.30pm.

Job Level: Colleague

Recruiter: 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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