Customer Service Accreditation Lead

M&G; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading financial services company is looking for a Customer Service Accreditation Lead to enhance its service team's effectiveness. The role involves coordinating workforce planning, managing training and accreditation, and ensuring compliance with regulatory standards. The ideal candidate has experience in a regulated customer service environment and strong organisational skills. This role offers the opportunity for flexible working arrangements and is part of a diverse and inclusive workplace.

Benefits

Flexible working arrangements

Diverse and inclusive culture

Qualifications

• Experience in workforce planning or training coordination in regulated environments.
• Strong understanding of licensing and competency frameworks.
• Familiarity with FCA and FOS requirements for customer service.

Responsibilities

• Coordinate workforce capability with customer demand.
• Organise training cohorts and recruitment of customer service agents.
• Maintain records of licenses and accreditations.

Skills

Organisational skills

Project management

Excellent communication

Collaborative mindset

Detail-oriented

Job description

The Role: Customer Service Accreditation Lead M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customers with more than £300 Bn invested across all of its products and wrappers and has an ambitious growth plan for 2025 and beyond. M&G Life operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in-house operation. M&G Life also has international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets. The Customer Service Accreditation Lead is responsible for ensuring M&G\'s customer service teams are equipped with the right skills, at the right time, to meet customer demand and regulatory expectations. The role holder will work closely with capacity planning, operations, and training teams to align workforce capability with service needs, coordinating training cohorts and recruitment activity for the in-house operation and providing oversight of equivalent activity within outsourced partners. This role also owns the licensing and accreditation journey for customer service agents, maintaining accurate records and ensuring compliance with regulatory requirements. The role holder will collaborate with compliance, training, and operational teams to streamline learning pathways and ensure that licensing is effectively managed and embedded into colleague development.

Main Responsibilities

• Coordinate with capacity planning and operational teams to align workforce capability with customer demand.
• Organise training cohorts and recruitment activity to ensure timely onboarding and upskilling of in-house customer service agents.
• Provide oversight of workforce readiness and training coordination within outsourced partners.
• Own and maintain records of all licenses and accreditations held by customer service agents across the in-house operation.
• Provide oversight of licensing and accreditation activity within supplier operations, ensuring consistency and compliance.
• Collaborate with compliance, training, and operational teams to streamline licensing processes and ensure learning journeys are effective and well-managed.
• Monitor and report on licensing status, training readiness, and workforce capability across service channels.
• Support the development of tools and processes that enable proactive workforce planning and accreditation tracking.
• Ensure licensing and accreditation frameworks align with FCA, FOS, and internal standards.

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, disability or long term condition, 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.

• Experience in workforce planning, training coordination, or accreditation management within a regulated customer service environment.
• Strong understanding of licensing and competency frameworks in financial services.
• Familiarity with FCA and FOS requirements and how they apply to customer service roles.
• Experience working with capacity planning and operational teams to align skills with demand.
• Strong organisational and project management skills.
• Ability to manage records and reporting with accuracy and attention to detail.
• Collaborative mindset with experience working across compliance, training, and operational functions.
• Proactive, adaptable, and committed to enabling colleague success and regulatory assurance.
• Excellent communication and stakeholder engagement skills.

At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

Through our behaviours of 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 work place accommodations to ensure you have what you need to effectively deliver in your role.