Customer Service Leader

M&G; Stirling; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading financial services firm in Stirling is looking for a Customer Service Leader to oversee bereavement support teams. The role requires significant customer service experience, proven leadership skills, and the ability to manage sensitive customer interactions. The candidate will ensure compliance with regulations and drive improvements in the bereavement journey. This position offers benefits such as a comprehensive pension scheme, generous annual leave, and opportunities for talent development.

Benefits

Pension scheme

38 days annual leave

Private healthcare

Critical illness cover

Qualifications

• Significant experience in customer service environments.
• Proven track record of leadership and management.
• Strong understanding of bereavement processes.

Responsibilities

• Oversee bereavement teams to achieve SLAs and KPIs.
• Provide feedback and recognize team accomplishments.
• Develop and implement a 'tell us once' model.

Skills

Customer service experience

Leadership skills

Interpersonal skills

Analytical skills

Communication skills

Coaching techniques

Education

Experience in Financial Services

Job description

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 also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

The Role: Customer Service Leader

TheCustomer Service Leader (CSL) contributes to a positive environment where all of our people thrive and contribute to deliver a great service experience for our customer and their advisers. Contributing as part of the Wealth Solutions Operations Leadership team, the CSL leads their team through supportive management and tailored coaching and development.

The role willlead the bereavements team, ensuring compassionate, compliant, and effective support for customers and their representatives during bereavement. It plays a critical role in delivering sensitive engagement, operational excellence, and regulatory assurance across both bereavement and tracing journeys.

The role works closely with the Senior Management Team accountable for Customer Contact and Bereavements in order to drive end‑to‑end improvements in the bereavement journey across M&G, partnering withJourneyManagers toidentifyand enhance key moments of truth for bereaved customers, supporting the development of a “tell us once” culture with streamlined, empathetic processes.

A key requirement is the ability to understandourcustomers’and advisers’ needs, and to understand where the role fits in the context of providing great customer service. The CSL requires strong leadership, management and interpersonal skills and is a role model for M&G plc’s leadership behaviours – including teamwork and collaborative relationships with key stakeholders across M&G Prudential – particularly Distribution.

Key Responsibilities for this role:

• Oversee day‑to‑day operations of bereavement teams to consistently achieve SLAs, KPIs, and quality standards.People Management – setting clear objectives and targets on an individual basis and monitoring performance of team members
• Team Leadership – undertake team briefings, provide feedback, recognise individual and team accomplishments
• Delivery of high‑quality customer service through their team and through resolution of any escalated processes or issues
• Support succession planning, talent development, and wellbeing initiatives across the team.
• Knowledge Management – ownership of key processes with accountability to keep up to date as well as providing feedback and improvements
• Using judgement to strengthen our positive risk and control culture, by identifying, assessing and managing risk within their team
• Support oversight relationships with external bereavement support services, tracing agencies, and legal partners to ensure joined‑up service delivery.
• Ensure full compliance with FCA regulations, GDPR, and internal policies relating to bereavement and supporting tracing
• Develop and implement a “tell us once” model, including automation, data sharing, and cross‑functional coordination to simplify bereavement journeys.
• Taking all reasonable steps to ensure the team fulfils its external regulatory, legal and industry obligations

Key Knowledge, Skills & Experience:

• Significant experience of customer service environments, preferably in Financial Services
• Proven leadership experience
• HR policies and practices for managing people within M&G plc environment
• People management, coaching and development techniques
• Working knowledge of life and pensions products, markets and competitors
• Strong knowledge of Bereavements processes
• Understanding of the Statements of Principle and Code of Practice
• People Management – creates and sustains a work environment that fosters trust and collaborative relationships within the team
• Aligns and Engages a Team in the Vision – provides clarity to each team member on their role in achieving the vision, strategy and goals
• Energises and enables others – ignites passion and releases potential to drive success
• Develops Talent and Capabilities – identifies and cultivates essential skills and attributes to maximise individual contribution and engagement
• Embraces change – adaptable to the abundance of business change
• Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs
• Analytical skills – performance management through MI and in line with PruWealth guidelines
• Leadership and coaching skills - approachable and encouraging as a role model whilst also open to feedback
• Communication skills and ability to build strong rapport with team and stakeholders
• Self‑motivated to work with limited direction and desire to grow and learn
• Ownership and accountability – responsibility for team performance
• Confidence in standing up and deliver feedback and communications
• Ability, competence and organisation – can juggle priorities in a calm manner

Job Level: Experienced Colleage

Recruiter Name:Sarah Mathers

Location: Stirling or Edinburgh

Closing Date:11 January 2026

What we offer:

• As a savings and Investments firm we are proud to offer a valuable pension scheme of 18% , with 13% made up of Employer Contributions and 5% Employee Contributions . We also offer Share Save and our Share Incentive Plan , together with access to 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 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.

• Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.

• Health & Protection cover including Private Healthcare , Critical Illness cover and Life Assurance for you, with family options - for peace of mind.

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

We have a diverse workforce and an inclusive culture at M&G, 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

Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional need,pleaselet usknow by contacting us at: [e-mail]