Customer Service Executive - 12mth Fixed Term Contract

ENGINEERINGUK; Stirling; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services company is seeking a Customer Service Executive for a 12-month fixed-term contract. The role involves supporting customers in a digital environment, managing enquiries, and promoting e-adoption. Ideal candidates will have experience in personal pensions and a customer-centric approach.

Qualifications

• Minimum 2 years of industry knowledge in personal pensions and SIPPs.
• At least 1 year of experience in a customer service environment, preferably within pensions.

Responsibilities

• Collaborate with colleagues to maintain and improve controls.
• Provide accurate information through suitable channels.
• Handle and resolve customer complaints.

Skills

Customer-centric approach

Strong communication skills

Ability to build rapport

Proactive in seeking improvements

Job description

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Customer Service Executive - 12mth Fixed Term Contract

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 segments work together to deliver attractive financial outcomes for our clients and superior shareholder returns.

We foster a culture of telling it like it is, owning it now, and moving it forward together with care and integrity to create an exceptional workplace for exceptional talent.

We consider flexible working arrangements for our roles and provide workplace accommodations to support your effectiveness.

12-month Secondment/Fixed Term Contract

The Customer Service Executive (CSE) contributes to a positive environment focused on delivering excellent service to our customers and advisers. The role involves supporting a digitally led operation, handling onboarding and ongoing service needs, and managing complex enquiries post-Digital Account launch.

Working in the Voice team, the CSE promotes e-adoption among Advisers and customers transacting non-advised. The role involves omni-channel contact support via webchat, phone, and email, with a focus on understanding contact reasons and reducing failure demand to enhance customer experience.

Performance and service delivery are governed by M&G's HR policies and regulatory frameworks. The role requires understanding customer and adviser needs, teamwork, collaboration, and role modeling our behaviors. Quality and accuracy are essential for delivering excellent customer service.

Key Responsibilities:

• Collaborate with colleagues to maintain and improve controls, supporting better customer outcomes and reducing operational risk.
• Provide accurate, straightforward information through the most suitable channel (telephone, email, webchat).
• Offer digital education and guidance on Digital Account journeys to encourage e-adoption.
• Identify failure demand and support migration to self-service channels, working with Sales Support colleagues.
• Support non-advised transactions, ensuring customers are aware of their options and risk warnings.
• Assist vulnerable customers appropriately.
• Maintain and enhance controls to support overall control environment and customer outcomes.
• Stay updated on processes and pensions knowledge.
• Manage risks by highlighting or escalating discrepancies.
• Keep up-to-date with processes, rules, and products.
• Handle and resolve customer complaints, maintaining competency per governance schemes.

Knowledge, Skills & Experience:

• Minimum 2 years of industry knowledge in personal pensions and SIPPs.
• At least 1 year of experience in a customer service environment, preferably within pensions.
• Customer-centric approach with strong communication skills.
• Ability to build rapport and deliver delightful service.
• Proactive in seeking improvements in effectiveness.

Additional requirements include strong technical knowledge of PruWealth products, understanding of regulatory and legislative frameworks, and experience with Retirement Account administration. The shift pattern is likely to rotate among 8.30-4.30, 9-5, and 10-6, with a mix of home and office working based in Edinburgh or Stirling.

We value diversity and inclusion, welcoming applicants from all backgrounds, including those with disabilities, long-term health conditions, or neurodivergence. We are a Disability Confident Leader and encourage applicants to 'opt in' to the scheme when applying. For assistance with the application process, contact us at: [e-mail]