Customer Service Executive – Contact Centre inEdinburgh inEdinburgh PUBLISHED
WED 15 JAN 2025
M&G plc rZRQ5CDW
Opportunity to work for a reputable company with over 170 years of history in the financial sector.
Flexible working arrangements, including hybrid options that allow for up to two days a week of remote work.
Engagement in meaningful interactions, providing support and education to customers and advisers, enhancing their digital experience.
A diverse and inclusive workplace culture that values contributions from all backgrounds and experiences.
Comprehensive training and ongoing support to keep up to date with industry knowledge and customer service skills.
Focus on teamwork and collaboration, fostering a supportive environment and the ability to build rapport with colleagues.
M&G plc is seeking a Customer Service Executive for their Contact Centre in Edinburgh, where the primary focus will be on enhancing customer experiences through effective communication via phone, secure messaging, and email. The role involves understanding the needs of customers and advisers, providing accurate information, assisting with digital education, supporting vulnerable clients, and resolving complaints, all while demonstrating collaboration and excellence in customer service.
Candidates should have prior experience in a customer service environment, particularly in a contact centre, along with strong listening and rapport-building skills. The position offers flexible working arrangements, including hybrid options, and is full-time with rotating shifts. M&G values diversity and inclusion, encouraging applications from individuals of various backgrounds, including those with disabilities and those returning from career breaks.
Candidates should have prior experience in a customer service environment, particularly in a contact centre, along with strong listening and rapport-building skills. The position offers flexible working arrangements, including hybrid options, and is full-time with rotating shifts. M&G values diversity and inclusion, encouraging applications from individuals of various backgrounds, including those with disabilities and those returning from career breaks.
At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.
Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.
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 Contact Centre Role:
Working in our Contact Centre, the CSE will support the Digital system through phone, secure message , and email with a key part of the role identifying the reason for contact and taking steps to provide and improve our customer experience.
A key requirement is the ability to understand our customers’ and advisers’ needs, and 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:
The working hours are between 8.30am and 5.30pm Monday to Friday with your shifts being rotated between 8.30am - 4.30pm, 9am - 5pm or 9.30am - 5.30pm.
Job Level: Colleague
Recruiter: Sarah Mathers
We 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, disability or long term condition, 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.
M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying.
If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at:
Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.
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 Contact Centre Role:
Working in our Contact Centre, the CSE will support the Digital system through phone, secure message , and email with a key part of the role identifying the reason for contact and taking steps to provide and improve our customer experience.
A key requirement is the ability to understand our customers’ and advisers’ needs, and 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
- 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
- Knowledge Management – keeping up to date with processes, rules and products
- Identify, handle and resolve customer complaints
- 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
The working hours are between 8.30am and 5.30pm Monday to Friday with your shifts being rotated between 8.30am - 4.30pm, 9am - 5pm or 9.30am - 5.30pm.
Job Level: Colleague
Recruiter: Sarah Mathers
We 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, disability or long term condition, 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.
M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying.
If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at:
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inEdinburgh
55.953250885009766 -3.1882669925689697 Edinburgh, Scotland, United Kingdom 
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