Customer Service Executive

M&G plc; City of Edinburgh; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking financial services firm as a Customer Service Executive, where your skills will help enhance customer experiences across various channels. This role focuses on providing accurate information, supporting vulnerable customers, and encouraging digital adoption. With a commitment to inclusivity and flexibility, this company values teamwork and collaboration, ensuring every employee can thrive. If you are passionate about delivering exceptional customer service and want to be part of a diverse and supportive workplace, this opportunity is perfect for you.

Qualifications

• Experience in a customer service environment, preferably in a contact centre.
• Ability to understand and meet customer needs effectively.

Responsibilities

• Provide accurate information to customers via phone, email, or webchat.
• Support customers with digital account journeys and transactions.

Skills

Customer Service Experience

Communication Skills

Problem Solving

Digital Literacy

Education

High School Diploma

Relevant Certifications

Job description

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.

Customer Service Executive - Voice

The Contact Centre Role:

Working in our Contact Centre, the CSE will support the Digital system through phone, secure message , and email with a key part of the role identifying the reason for contact and taking steps to provide and improve our customer experience.

A key requirement is the ability to understand our customers’ and advisers’ needs, and providing great customer service. Team work, collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role. Quality and accuracy are key requirements to deliver excellent customer experience.

Key Responsibilities for this role:

• To provide accurate and straight forward information to our Advisers and Customers via the most appropriate channel (telephone, email or webchat)
• Offer digital education and guidance to Advisers and Customers on all applicable Digital Account journeys to encourage e-adoption
• Support non-advised transactions making Customers fully aware of their options and covering off all applicable risk warnings
• Identify and provide support for vulnerable customers
• To keep up to date with process and pensions knowledge
• Knowledge Management – keeping up to date with processes, rules and products
• Identify, handle and resolve customer complaints
  
  

Key Knowledge, Skills & Experience:

• Experience of working in a customer service environment, preferably within a contact centre
• Behaviours and approach to listen for and understand a customers’ request, identifying what is required to deliver to that need
• Ability to connect, build rapport where appropriate and deliver a service that delights the customer
• Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs
  
  

This role is full time only and can be based out of our Stirling or Edinburgh offices (hybrid working from home is currently offered max 2 days week)

The working hours are between 8.30am and 5.30pm Monday to Friday with your shifts being rotated between 8.30am - 4.30pm, 9am - 5pm or 9.30am - 5.30pm.

Job Level: Colleague

Recruiter: 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, 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.

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. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying.

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]