Customer Service Consultant

Job content

At M&G our vision is: to become the best loved and most successful savings and investment businessand we’re looking for people who are excited about joining us on our journey. We’re digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we’re looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.

We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home 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.

What You Can Expect From Us

We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:

• Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
• Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
• Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
• Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best
  

How Do We Support Our Employees

All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support.

The Role

We are currently recruiting for a Customer Support Consultant to join a busy and dynamic team that is responsible for delivering an industry leading level of customer service as well as continuously finding ways to help our Financial Advisers achieve and manage their client’s portfolio.

The consultant will mainly deal with Bereavement Claims, taking ownership of the request from start to finish and keeping all parties updated. The role involves processing Death Certificates, Grant of Probate, and Small Estate Claims. It will also involve taking inbound calls relating to Bereavement Claims as well as communication via email with the key stakeholders.

Colleague

Key Work Level Accountabilities:

• Accountable for delivering a quality service and product to customers and stakeholders
• Focuses on quality of delivery to achieve clear outputs within guidelines and precedent
• Runs the organisation’s processes and systems following pre-defined procedures
• Adapts to change, responds with initiative and make suggestions for improvements to own work and processes
  

Key Responsibilities For This Role

People, Team and Work

• Take ownership for fulfilling a variety of work, which includes:
• Working as part of the Operational teams putting the customers at the heart of everything we do
• To provide accurate and straight forward information to our Advisers and Customers via the most appropriate channel (telephone/email)
• Ability to work in a busy environment where high standards, productivity and quality are essential
• Taking ownership of claims through to completion, managing expectations with third parties and our Financial Advisers.
• Become competent in the use of our online platform, to be able to confidently assist clients and advisers to support their use of the tools and online facilities available to them
• Undertake additional ad hoc tasks where required
  

Customer

• Behaviours and attitude to encapsulate a customer centric approach. Understand a customers’ request, identifying what is required to deliver to that need
• Own all requests/enquiries from end to end, minimising hand-offs and delivering a personal service
• Constantly seek additional knowledge to help you provide support to advisers, clients and colleagues, anticipating their needs and finding solutions to any challenges that arise
• Learn from feedback received on how to improve our service proposition and assist colleagues to meet collective business goals
• Identify ways in which we can continue to improve the way we do things
• All transactions and enquiries required for the customer processed accurately and in a timely manner within agreed timescales
  

Key Knowledge, Skills & Experience

This role could be the perfect first step to a career in Financial Services, however the following skills & experience are desirable:

• Financial Services experience
• Organisational skills
• Ability to connect and build rapport where appropriate
• Experience of taking inbound calls
  

Job Level: Colleague

Recruiter: Sarah Mathers

Closing Date: 12 August 2022

We live by four behaviours at M&G and we ask all our employees to:

• Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed
• Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
• Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination
• Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things