Customer Service Consultant

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

Job summary

Join a leading financial brand as a Customer Service Consultant in Stirling. This full-time role offers a flexible hybrid working environment and the opportunity to deliver exceptional service as part of a dynamic team in an inbound contact centre. Enjoy generous benefits including a pension contribution, annual performance bonus, and 30 days holiday plus bank holidays.

Benefits

Generous pension (up to 13% company contribution)

Annual performance bonus eligibility

30 days’ holiday per year plus bank holidays

Private medical insurance

Critical Illness cover (subject to T&C)

Qualifications

• Experience in customer service and administrative environments preferred.
• Handling calls in a busy Call Centre environment.
• Organisational skills and ability to build rapport.

Responsibilities

• Provide accurate information to advisors and customers.
• Maintain customer accounts and process transactions.
• Own requests and inquiries from start to finish.

Skills

Customer service

Organisational skills

Ability to connect and build rapport

Job description

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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.

Customer Service Consultant

Location: Bath, Stirling, Edinburgh

Be the face and voice of a leading financial brand, delivering the very best in trusted service to our Customers.

The Role:

As a Customer Service Consultant you will join a busy and dynamic team that is responsible for delivering an industry leading level of customer service as part of our inbound contact centre team. The Contact Centre team plays a key role in ensuring advisers and customers have the best possible experience in their communications with M&G.

We have modern office facilities in three main locations – We are operating a hybrid approach to home/office working with at least 3 flexible days in the office and the rest from home, subject to change over time. We’ll make sure you have all the equipment you need to carry out your role both in the office and outside it. Our offices provide complimentary tea and coffee, subsidised Starbucks and transport to and from work when you are on a 9-5 shift from certain areas in central Scotland as well as coach transfers between Stirling station and the office.

We also offer exam support for anyone looking to gain financial qualifications

The full-time working hours are 35hrs per week with shifts patterns between 8.30am – 5.30pm.

Key Responsibilities

• Provide accurate and straightforward information to our advisors and customers, understand customer requests and identify what is required
• Maintain customer accounts, with all transactions and enquiries required for the customer processed accurately and in a timely manner within agreed timescales
• Own all requests and enquiries from end to end, delivering a personal service
• Constantly search for additional knowledge to help you provide support to advisors, clients and colleagues
• Identify ways in which we can continue to improve the way we do things

Key Knowledge, Skills & Experience:

This role could be the perfect first step to a career in Financial Services, however the following skills & experience are desirable:

• Experience of customer service and administrative environments (preferably in financial services, but not essential)
• Experience of handling calls in a busy Call Centre environment where high standards, productivity and quality are essential
• Organisational skills
• Ability to connect and build rapport where appropriate

What we offer:

Generous pension (up to 13% company contribution)

Eligibility for annual performance bonus

30 days’ holiday per year plus bank holidays (32 in Scotland)

Private medical insurance

Critical Illness cover (subject to T&C)

Recruiter Name: 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.