Customer Service Executive - Voice

mgpru; Stirling; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

Pension scheme (up to 18%)

Share Save and Share Incentive Plan

38 days annual leave

Inspiring Families policy

Private Healthcare

Job summary

M&G in the United Kingdom is seeking a Customer Service Executive (Voice) to be the friendly, knowledgeable human behind the headset, helping customers and advisers. You'll untangle, explain, reassure and resolve issues, on the frontline in a hybrid role based in Stirling or Edinburgh.

The role emphasises clear communication, patience, and problem solving, with duties across phone and email, and opportunities to learn about Digital Account journeys while delivering thoughtful support and quality

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service experience

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

You'll be busy:

• 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