Customer Service Executive, M&G
More information about location
3 days a week in office
International savings and investments company
Be an early applicant
International savings and investments company
1001+ employees
Be an early applicant
More information about location
3 days a week in office
1001+ employees
Company mission
To help people manage and grow their savings and investments, responsibly.
Role
Who you are
- Experience of working in a customer service environment, preferably within a contact centre
- Behaviours and approach to listen for and understand a customers’ request, identifying what is required to deliver to that need
- Ability to connect, build rapport where appropriate and deliver a service that delights the customer
- Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs
What the job involves
- The Customer Service Executive (CSE) contributes to a positive environment which is focused entirely on delivering a great service experience to our customers and their advisers
- The CSE has a key role in supporting a multi-functional, digitally led operation, providing high-quality services in relation to “on-boarding” new customers and servicing their ongoing needs
- Post the launch of Digital Account the role is one of exception handling of complex enquiries
- Working in the Voice team, the CSE is at the forefront of influencing e-adoption with Advisers and those Customers wishing to transact on a non-advised basis
- The CSE will support omni-channel contact through webchat, phone and email with a key part of the role identifying the reason for contact and taking steps to reduce failure demand and improve the customer experience
- Individual performance and service delivery is subject to M&G's HR and people policies and is carried out within all policy, legislation and regulatory risk frameworks
- A key requirement is the ability to understand our customers’ and advisers’ needs, and to understand where the role fits in the context of providing great customer service
- Team work, collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role
- Quality and accuracy are key requirements to deliver excellent customer experience
- To provide accurate and straight forward information to our Advisers and Customers via the most appropriate channel (telephone, email or webchat)
- Offer digital education and guidance to Advisers and Customers on all applicable Digital Account journeys to encourage e-adoption
- Identifying failure demand and options to migrate to new or existing self service channels, working in collaboration with Sales Support colleagues in Distribution
- Support non-advised transactions making Customers fully aware of their options and covering off all applicable risk warnings
- Identify and provide support for vulnerable customers
- To keep up to date with process and pensions knowledge
- Risk Management against standards and highlighting or escalating risk and discrepancies
- Knowledge Management – keeping up to date with processes, rules and products
- Identify, handle and resolve customer complaints and to achieve and maintain competency in accordance with the T&C Governance scheme (Voice only)
Application process
- End Date: December 8, 2025
Salary benchmarks
Our take
Established through a merger with Prudential's UK and Europe operation in 2017, M&G has emerged as a leading savings and investment company. Combining five prominent brands under one umbrella - M&G Real Estate, M&G Investments, Pru, M&G Wealth, and Infracaptial - the company boasts a robust global financial services operation.
M&G's commitment to enhancing its platform's offerings is evident through substantial investments in service and support infrastructure. Innovations such as deep back-office integration, cloud-based customer relationship management tools, and e-signature software underscore the company's dedication to providing top-notch solutions.
Catering to a diverse clientele ranging from individuals to major enterprises, M&G continues to expand its international presence. The company's strategic focus on diversifying its thematic range and leveraging advancements in AI and Big Data reflects its proactive approach to capitalizing on emerging opportunities. Through new hires and a forward-thinking mindset, M&G is poised to maintain its position as a key player in the ever-evolving landscape of savings and investment.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Company benefits
- 8% non-contributory pension plus up to 5% matching
- Life Assurance & Death in Service
- Support, feedback and development programmes to help you reach your full potential
- Flexible culture and ways of working
- Focus on health & wellbeing
- 30 days holiday as standard (excluding bank holidays), with the ability to purchase an additional 5 days
- Time off when you need it includes carer's leave, faith leave, grandparent leave and career breaks
- New parents receive up to 26 weeks of full pay while on leave
- 4-week back-to-work transition for new parents: work 80% of your contractual hours, be paid for 100%
- New parents can take family leave in flexible blocks within the first year of birth/adaoption
Company HQ
City of London, London, UK
Leadership
Andrea Rossi
(CEO, not founder)Co-Founder & Director at REsustain. Former CEO of AXA, and was an FC Girondins de Bordeaux Board Member.
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