Customer Service Executive – Contact Centre

Job content

At M&G our purpose is tohelp people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities. To help us achieve our vision we’re looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.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: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 Prudential’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.Key Responsibilities for this role:

• 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)

Key Knowledge, Skills & Experience:

• 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

This role is full time only and can be based out of our Edinburgh or Stirling offices with occasional homeworking permitted.The working hours are between 8.30am and 5.30pm with your shifts being rotated between 8.30am - 4.30pm, 9am - 5pm or 9.30am - 5.30pm.Job Level: ColleagueRecruiter: Sarah MathersWe 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 or disability 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.