Customer Experience Executive — Hybrid (Voice)

M&G; Stirling; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Pension scheme

Share Save & Share Incentive Plan

38 days annual leave

Inspiring Families policy

Health & Protection cover

Job summary

M&G in Edinburgh or Stirling is seeking a Customer Service Executive (CSE) to be the friendly, knowledgeable human behind the headset, helping customers and advisers with clear explanations and calm reassurance. You will be on the frontline, guiding customers through Digital Account journeys, resolving issues, and offering empathetic support while upholding risk warnings and governance standards.

This is a full-time hybrid role with an office base in Edinburgh or Stirling.

Qualifications

• Experience in customer service; contact centre is a bonus but not required.
• Genuine enjoyment in helping people and building rapport.
• Ability to explain complex things clearly without jargon.

Responsibilities

• Explain things clearly, calmly, and without jargon.
• Show customers and advisers how to use Digital Account journeys and feel confident about it.
• Spot repeat problems and help stop them from happening again.
• Support customers who transact without advice with appropriate risk warnings.
• Recognise vulnerable customers and provide thoughtful support.
• Handle complaints with empathy, confidence and professionalism.
• Maintain competency per governance schemes and keep pensions knowledge up to date.
• Collaborate with teammates and value teamwork over ego.

Job description

M&G in Edinburgh or Stirling is seeking a Customer Service Executive (CSE) to be the friendly, knowledgeable human behind the headset, helping customers and advisers with clear explanations and calm reassurance. You will be on the frontline, guiding customers through Digital Account journeys, resolving issues, and offering empathetic support while upholding risk warnings and governance standards.

This is a full-time hybrid role with an office base in Edinburgh or Stirling.