Customer Experience Executive (Voice) – Hybrid

mgpru; Stirling; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

Pension scheme (up to 18%)

Share Save and Share Incentive Plan

38 days annual leave

Inspiring Families policy

Private Healthcare

Job summary

M&G in the United Kingdom is seeking a Customer Service Executive (Voice) to be the friendly, knowledgeable human behind the headset, helping customers and advisers. You'll untangle, explain, reassure and resolve issues, on the frontline in a hybrid role based in Stirling or Edinburgh.

The role emphasises clear communication, patience, and problem solving, with duties across phone and email, and opportunities to learn about Digital Account journeys while delivering thoughtful support and quality

Qualifications

• Customer service experience (contact centre is a bonus, not a dealbreaker).
• Genuinely enjoy helping people, not just "handling queries".
• Can build rapport without forcing it.
• Like fixing things properly the first time.
• Care about quality, accuracy, and doing the right thing.
• Enjoy learning, improving, and getting a little better every week.
• Basically, you're human, curious, and quietly brilliant at customer service.

Responsibilities

• Explaining stuff clearly, calmly, and without drowning anyone in jargon.
• Showing customers and advisers how to use Digital Account journeys (and making them feel good about it).
• Spotting repeat problems and helping stop them happening again.
• Supporting customers who choose to transact without advice - clearly, fairly, and with the right risk warnings.
• Recognising vulnerable customers and giving them thoughtful, appropriate support.
• Handling complaints with empathy, confidence and professionalism.
• Achieve and maintain competency in accordance with the T&C Governance scheme.
• Keeping your pensions knowledge fresh and processes tidy.
• Managing risk responsibly and raising flags when something doesn't look quite right.
• Working closely with teammates who value collaboration over ego.

Skills

Customer service experience

Job description

M&G in the United Kingdom is seeking a Customer Service Executive (Voice) to be the friendly, knowledgeable human behind the headset, helping customers and advisers. You'll untangle, explain, reassure and resolve issues, on the frontline in a hybrid role based in Stirling or Edinburgh.

The role emphasises clear communication, patience, and problem solving, with duties across phone and email, and opportunities to learn about Digital Account journeys while delivering thoughtful support and quality