Customer Service Executive - Voice

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

Benefits offered by this job

Pension scheme

Share Save & Share Incentive Plan

38 days annual leave

Inspiring Families policy

Health & Protection cover

Job summary

M&G in Edinburgh or Stirling is seeking a Customer Service Executive (CSE) to be the friendly, knowledgeable human behind the headset, helping customers and advisers with clear explanations and calm reassurance. You will be on the frontline, guiding customers through Digital Account journeys, resolving issues, and offering empathetic support while upholding risk warnings and governance standards.

This is a full-time hybrid role with an office base in Edinburgh or Stirling.

Qualifications

• Experience in customer service; contact centre is a bonus but not required.
• Genuine enjoyment in helping people and building rapport.
• Ability to explain complex things clearly without jargon.

Responsibilities

• Explain things clearly, calmly, and without jargon.
• Show customers and advisers how to use Digital Account journeys and feel confident about it.
• Spot repeat problems and help stop them from happening again.
• Support customers who transact without advice with appropriate risk warnings.
• Recognise vulnerable customers and provide thoughtful support.
• Handle complaints with empathy, confidence and professionalism.
• Maintain competency per governance schemes and keep pensions knowledge up to date.
• Collaborate with teammates and value teamwork over ego.

Job description

At M&G, 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 offer workplace adjustments to ensure you have the support you need to succeed in your role.

Customer Service Executive (Voice)

Permanent | Stirling or Edinburgh | Hybrid Working

Good at talking? Even better at listening? Ever explained something complicated so well that someone sighed with relief?

Excellent. Keep reading

So… What’s This All About?

We’re looking for a Customer Service Executive (CSE) to be the friendly, knowledgeable human behind the headset — the person customers and advisers are very glad they spoke to today.

You’ll be part of a multi‑talented team whose entire purpose is making customer life easier. From welcoming new customers, to tackling complex “how on earth do I…?” queries, you’ll be there to untangle, explain, reassure and resolve, you are problem‑solving superhero. Capes optional.

The Voice Team Vibe

You’re right on the frontline — influencing digital adoption, guiding customers confidently through their options, and making sure every interaction feels human, helpful and sorted.

You’ll handle:

• Phone
• Email

And your secret superpower? Figuring out why someone is really calling — then fixing it properly so they don’t need to call back.

What You’ll Actually Be Doing

• Explaining stuff clearly, calmly, and without drowning anyone in jargon
• Showing customers and advisers how to use Digital Account journeys (and making them feel good about it)
• Spotting repeat problems and helping stop them happening again
• Supporting customers who choose to transact without advice — clearly, fairly, and with the right risk warnings
• Recognising vulnerable customers and giving them thoughtful, appropriate support
• Handling complaints with empathy, confidence and professionalism
• Achieve and maintain competency in accordance with the T&C Governance scheme
• Keeping your pensions knowledge fresh and processes tidy
• Managing risk responsibly and raising flags when something doesn’t look quite right
• Working closely with teammates who value collaboration over ego

You’ll Probably Love This Role If…

You:

• Have customer service experience (contact centre is a bonus, not a dealbreaker)
• Genuinely enjoy helping people, not just “handling queries”
• Can build rapport without forcing it
• Like fixing things properly the first time
• Care about quality, accuracy, and doing the right thing
• Enjoy learning, improving, and getting a little better every week

Basically, you’re human, curious, and quietly brilliant at customer service.

Where & When You’ll Work

• Office base: Edinburgh or Stirling
• Hybrid working — up to 3 days a week at home
• Full‑time only
• Monday–Friday, between 8:30am and 5:30pm
• Rotating shifts:
• 8:30am – 4:30pm
• 9:00am – 5:00pm
• 9:30am – 5:30pm

Job Level: Colleague

What we offer

We’re dedicated to supporting your wellbeing and helping you thrive, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, and financially plan for the future. Our UK benefits include:

• A valuable pension scheme of up to 18% (13% made up of employer contributions and 5% employee contributions).
• Access to our Share Save and Share Incentive Plan, alongside 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 five extra days. Our Time Off When You Need It policy gives you the flexibility - to balance work and personal commitments.
• Our market-leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - because supporting families is an important part of our inclusive culture.
• Health & Protection cover includes Private Healthcare, Critical Illness cover and Life Assurance for you, with additional family options - for peace of mind.

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

At M&G we strive to have a diverse workforce and an inclusive culture, underpinned by our policies and employee-led networks that offer networking, support and development opportunities for the diverse communities our colleagues represent. We welcome applications from people of all backgrounds – across gender, ethnicity, age, disability, sexual orientation and more – including neurodivergent individuals, career returners and those with military service experience.

M&G is proud to be Level 3: Disability Confident Leader under the UK Government Disability Confident employer scheme, and we welcome applications from candidates with disabilities and long-term health conditions. If you would like to participate in the initiative, you will have the opportunity to indicate this on your application.

We are committed to providing an inclusive recruitment process. All candidates have the opportunity to request reasonable adjustments when applying. If you need any additional support at any stage, please contact us at: [e-mail]