Customer Outcomes Assurance Coach

M&G plc; Stirling; On-site; GBP 40,000 - 60,000; Full time

Job summary

A prominent financial services firm in Stirling is looking for a Customer Outcomes Assurance Coach. This role is pivotal in ensuring high-quality customer outcomes across various functions including complaints handling and onboarding. The ideal candidate will have proven complaint handling and customer service experience, alongside strong coaching and communication skills. Join us for a competitive salary, generous benefits including an 18% pension scheme, and opportunities for professional development.

Benefits

Pension scheme of 18%

38 days annual leave

Private healthcare

Critical illness cover

Life assurance

Qualifications

• Proven experience in complaint handling and customer service within a regulated environment.
• Previous Call Framework and Contact Centre experience.
• Strong written and verbal communication skills.

Responsibilities

• Deliver structured coaching sessions across various functions.
• Facilitate onboarding and capability development for colleagues.
• Conduct quality assurance reviews of customer interactions.

Skills

Complaint handling experience

Coaching skills

Clear communication skills

Understanding of financial regulations

Performance improvement

Adaptability in fast-paced environment

Job description

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and also offer workplace accommodations to ensure you have what you need to effectively deliver in your role.

Customer Outcomes Assurance Coach - Permanent

The Customer Outcomes Assurance Coach plays a pivotal role in ensuring high-quality customer outcomes across complaints handling, onboarding, and complex servicing. This role supports a multi-functional, digitally-led operation and champions best practice through coaching, training, and quality assurance. The Coach fosters a culture of continuous improvement, collaboration, and regulatory compliance, aligned with M&G's values and HR policies.

The role holder's responsibilities

• Deliver structured 1:1 and group coaching sessions across voice, secure message, webchat, and complaints functions, using recognised coaching models.
• Facilitate onboarding and capability development for new and existing colleagues, focusing on product knowledge, servicing processes, and complaint handling.
• Conduct quality assurance reviews of customer interactions, including call listening and complaint resolution audits, ensuring alignment with FCA, FOS, and internal standards.
• Participate in consistency meetings and peer reviews to uphold audit accuracy and calibration across the team.
• Perform root cause and trend analysis to identify areas for improvement and inform coaching focus.
• Act as a subject matter expert (SME) for product and process knowledge, supporting colleagues in resolving complex queries.
• Maintain team engagement through side-by-sides, feedback loops, and regular coaching communications.
• Collaborate with the Training & Knowledge Content Specialist to ensure training materials reflect current processes and regulatory expectations.
• Maintain and govern knowledge items, guidance materials, and feedback channels to ensure accessibility, relevance, and continuous improvement.
• Escalate risks appropriately and promote a positive risk and control culture through coaching and QA activity.

Key Knowledge, Skills & Experience

• Proven experience in relevant Serviced products in the area, complaint handling, quality assurance, and customer service within a regulated environment.
• Essential Skills - Successful candidate must have previous Call Framework experience, Contact Centre experience and complaint handling experience.
• Clear Communication Skills - a natural ability to explain complex information clearly and simply using excellent written and oral communication.
• Strong understanding of financial services regulations, especially in pensions and retirement accounts.
• Skilled in coaching, training delivery, and performance improvement.
• Excellent written and verbal communication skills.
• Demonstrates learning agility and adaptability in a fast‑paced area.
• Builds collaborative relationships and fosters trust and accountability.

Work Level : Experienced Colleague

Recruiter: Sarah Mathers

Location: Kildean, Stirling

Closing Date : 11 January 2026

What we offer

At M&G, we're committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:

• As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.
• Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy - to balance your work and personal commitments.
• Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.
• Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options - for peace of mind.

To explore more about life at M&G and our full benefits offering, visit Life at M&G.

M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long‑term health conditions, disabilities, or neuro‑divergent conditions.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: [e-mail]