Customer Service Technical Consultant Executive

M&G; City Of London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading investment firm in London is seeking a Customer Service Technical Consultant Executive. This role requires strong project management skills, excellent communication, and experience in customer service, preferably in financial services. The successful candidate will be responsible for resolving complex issues and ensuring quality service delivery to customers and stakeholders. A diverse and inclusive working environment is promoted, with flexibility and support for individuals with disabilities.

Qualifications

• Significant established working experience in a customer-facing environment within the Financial Services industry.
• Understanding of the complaint handling process and regulations.
• Knowledge of M&G products and investments.

Responsibilities

• Accountable for providing a quality service or product to customers and stakeholders.
• Works within established frameworks and procedures to solve a range of problems.
• Delivers outputs that are clearly defined using discretion over how to achieve them.

Skills

Project management

Excellent verbal and written communication skills

Customer service experience

Problem-solving

Understanding of operational processes

Good organizational skills

Attention to detail

Confidentiality

Teamwork

Adaptability

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 workplace accommodations to ensure you have what you need to effectively deliver in your role.

The Role: Customer Service Technical Consultant Executive

You are an expert within Operations dealing with complex issues and delivering resolution through experience gained working within Customer Services. As a Specialist, you will actively monitor project outputs and are able to assess the impact which need your participation with planning, documenting, testing and execution of changes. Keeping both internal and external stakeholders informed with managed information on the progress of projects.

Main Responsibilities:

• Accountable for providing a quality service or product to customers and stakeholders, using skills/experience built through significant practical experience or training.
• For team leaders, accountable for ensuring the team the role supports is delivering a quality service or product.
• Works within established frameworks and procedures, with the freedom to interpret them to solve a range of problems.
• Delivers outputs that are clearly defined, using discretion over how to achieve them.
• Makes suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations.

Key Responsibilities for this role:

• Project management: Supporting design of Project, requirements, and SLAs.
• Communication: Excellent verbal and written communication skills.
• Customer service: Experience in a customer service role, ideally in financial services or insurance.
• Problem-solving: The ability to work under pressure, remain calm, to resolve issues.
• Technical skills: Understanding of operational process and supporting rectification work.
• Organisation: Good organizational skills and the ability to plan and set realistic goals.
• Attention to detail: The ability to maintain high levels of quality and pay close attention to detail.
• Confidentiality: The ability to work with confidential data and ensure the confidentiality of all information.
• Teamwork: The ability to work well with others and liaise with people at all levels.
• Adaptability: Being able to work in a fast-paced and dynamic environment.
• Notifiable Events and Complaints: Supporting and taking notifiable events and complaints through to resolution.
• Training: The ability to draft training material and deliver training to areas within the business.

Key Knowledge, Skills & Experience

• Significant established working experience in a customer-facing environment within the Financial Services industry.
• Knowledge of M&G products and investments.
• Excellent verbal and written communication skills.
• Proven ability to work unsupervised within a regulatory driven environment.
• Ability to influence others.
• Proven ability to work unsupervised while meeting tight timescales.
• Understanding of the complaint handling process and regulations.
• Good working knowledge and understanding of HMRC and DWP rules and how these apply to pensions.
• The ability to work accurately and to deadlines.
• Capability of managing multiple priorities at the same time and take personal responsibility for achieving them.
• Stakeholder management.

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].