Senior Complaint Handler

M&G; Stirling; Hybrid; GBP 28,000 - 40,000; Full time

Job summary

M&G is seeking a Senior Complaints Handler to manage customer complaints within their Complaint Resolution Team. The successful candidate will deliver exceptional customer service, identify root causes, and work to improve processes in a dynamic financial environment. Strong communication and analytical skills are essential for this fast-paced role, which offers a hybrid working model.

Qualifications

• Experience in customer service and complaint handling within financial services.
• Excellent verbal and written communication skills.
• Investigative and analytical capabilities.

Responsibilities

• Manage, investigate, and resolve customer complaints both written and over the phone.
• Identify trends and root causes of complaints.
• Work with the business to prevent future complaints.

Skills

Customer Service

Analytical Skills

Communication

Problem-Solving

Education

Experience in Financial Services

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

The Role: Senior Complaints Handler

An exciting opportunity has arisen for a Senior Complaints Handler to join our Complaint Resolution Team within M&G Life. In this role you will manage, investigate and resolve customer complaints, both written and over the phone. The ability to identify root cause and trends, and being able to work with other areas of the business in preventing future complaints is essential.
There has never been a more exciting time to join Complaint Resolution, where the right candidate will thrive in a climate of fast-paced business and regulatory change. A natural problem solver and customer-centric by nature, you should also have knowledge of the following:

Key Responsibilities:

• Deliver exceptional Customer Service
• Provide a prompt and professional response at all times while bringing the complaint to a close within the agreed timescales
• Manage your own workload effectively
• Work as part of a team to achieve shared goals
• Identify root causes, trends and issues that arise by process, product or complaint type and work with the wider business to influence reduction in complaint volumes
• Recognise opportunities for process improvement

You will have:

• Customer Service and complaint handling experience within a Financial Services environment
• Excellent communication skills – verbal and written
• Investigative and analytical skills
• Knowledge of Quality Assurance process and techniques
• An empathetic nature with the desire to reach the fairest outcome for the Customer
Desirable not essential:
• Knowledge of Prudential or similar Retirement Account products

Job Level: Experienced Colleague

Location: Kildean, Stirling - hybrid, in office 3 days per week

Recruiter: Sarah Mathers

Closing Date: 7 July 2025

#LI-SM1

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]

About the company

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

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