Customer Service Consultant

At M&G our purpose is to help 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.

Customer Service Consultant

Location: Stirling, Edinburgh, Bath

Be the face and voice of a leading financial brand, delivering the very best in trusted service to our Customers.

The Role:

As a Customer Service Consultant you will join a busy and dynamic team that is responsible for delivering an industry leading level of customer service as part of our inbound contact centre team. The Contact Centre team plays a key role in ensuring advisers and customers have the best possible experience in their communications with M&G.

We have modern office facilities in three main locations – Stirling, Edinburgh and Bath. We are operating a hybrid approach to home/office working. We’ll make sure you have all the equipment you need to carry out your role both in the office and outside it.

The full-time working hours are 35hrs per week with shifts patterns between 8.30am – 5.30pm. We also offer part time and flexible working patterns on a pro rata basis.

Key Responsibilities

• Provide accurate and straightforward information to our advisors and customers, understand customer requests and identify what is required
• Maintain customer accounts, with all transactions and enquiries required for the customer processed accurately and in a timely manner within agreed timescales
• Own all requests and enquiries from end to end, delivering a personal service
• Constantly search for additional knowledge to help you provide support to advisors, clients and colleagues
• Identify ways in which we can continue to improve the way we do things

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:

• Experience of customer service and administrative environments (preferably in financial services, but not essential)
• Experience of handling calls in a busy Call Centre environment where high standards, productivity and quality are essential
• Organisational skills
• Ability to connect and build rapport where appropriate

What we offer:

• Generous pension (up to 13% company contribution)
• Eligibility for annual performance bonus
• 30 days’ holiday per year plus bank holidays
• Private medical insurance
• Critical Illness cover (subject to T&C)

Work Level: Colleague

Recruiter Name: Sarah Mathers

Job Types: Full-time, Part-time, Permanent

Salary: From £1.00 per hour

Benefits:

• Company pension
• Employee discount
• Referral programme
• Work from home

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus scheme
• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Stirling: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: Hybrid remote in Stirling

Reference ID: R09841