Customer Service Executive, M&G
More information about location
2+ days a week in office
International savings and investments company
Job no longer available
International savings and investments company
1001+ employees
Job no longer available
More information about location
2+ 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: January 21, 2026
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. It reported an impressive £1.8 billion in flows from open business in 2025, and continues to diversify and leverage advancements in AI and Big Data. This approach should help the company 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
(Group CEO)Co-Founder & Director at REsustain. Former CEO of AXA, and was an FC Girondins de Bordeaux Board Member.
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