Customer Service Executive - 12mth Fixed Term Contract

M&G; Stirling; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading investment manager seeks a Customer Service Executive for a 12-month fixed-term contract in Stirling. The role focuses on delivering exceptional service, assisting with onboarding, and handling complex enquiries, while promoting digital adoption among customers. Ideal candidates will have a strong customer service background, particularly in pensions, and a proactive attitude towards improving service delivery.

Qualifications

• Minimum 2 years of industry knowledge of personal pensions and SIPPs.
• At least 1 year of customer service experience, preferably within pensions.
• Technical knowledge of PruWealth products and regulatory frameworks.

Responsibilities

• Collaborate to maintain and improve controls for better customer outcomes.
• Provide accurate information to Advisers and Customers.
• Educate on Digital Account journeys to promote e-adoption.

Skills

Customer-centric attitude

Strong communication skills

Ability to build rapport

Proactive improvement

Job description

Customer Service Executive - 12mth Fixed Term Contract

Pay Competitive

Location Stirling/Scotland

Employment type Full-Time

Job Description

Req#: R16473

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, creating an exceptional workplace for exceptional talent.

Flexible working arrangements are considered for all roles, and workplace accommodations are available to support effective role delivery.

Role Overview

The Customer Service Executive (CSE) plays a vital role in supporting a positive environment focused on delivering excellent service to customers and advisers. The role involves supporting a digitally led operation, assisting with onboarding new customers, and handling complex enquiries post the launch of Digital Account. The CSE influences e-adoption among Advisers and customers, supporting omni-channel contact via webchat, phone, and email, aiming to improve customer experience and reduce failure demand. Performance is aligned with M&G’s HR policies and compliance standards, emphasizing understanding customer needs, teamwork, and accuracy for optimal service delivery.

Key Responsibilities

• Collaborate with colleagues to maintain and improve controls, supporting better customer outcomes and reducing operational risks.
• Provide accurate information to Advisers and Customers through preferred channels.
• Educate and guide on Digital Account journeys to promote e-adoption.
• Identify failure demand and support migration to self-service channels.
• Support non-advised transactions, ensuring customers are aware of their options and associated risks.
• Assist vulnerable customers appropriately.
• Maintain and enhance control standards and ensure compliance with policies and regulations.
• Stay updated on processes, rules, products, and regulations related to pensions.
• Manage risks by escalating issues as necessary.
• Keep knowledge current and handle customer complaints effectively.

Knowledge, Skills & Experience

• Minimum 2 years of industry knowledge of personal pensions and SIPPs.
• At least 1 year of customer service experience, preferably within pensions.
• Customer-centric attitude with strong communication skills.
• Ability to build rapport and deliver excellent service.
• Proactive in improving personal and organizational effectiveness.
• Technical knowledge of PruWealth products and regulatory frameworks.
• Understanding of pensions, tax regimes, and compliance rules.
• Experience with Retirement Account administration is desirable.

The role may involve shifts from 8:30-4:30, 9-5, or 10-6, on a rotation basis, with a mix of home and office working at either Edinburgh or Stirling hubs.

We value diversity and inclusion, welcoming applicants from all backgrounds, including those with disabilities or long-term health conditions, and support flexible working arrangements.

About the Company

M&G plc is a global investment manager headquartered in London, England.

Notice

We are an Equal Opportunity Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, nationality, disability, or veteran status. Accommodations are available for applicants with disabilities. For assistance, contact [e-mail] or 407-000-0000. All new hires must complete Form I-9 and provide proof of eligibility. An AEDT scores applicants' skills and responses. For more info, visit www.talentify.io/bias-audit-report. NYC applicants may request alternative processes at [e-mail] or 407-000-0000.