Customer Support Consultant - Perm - Full or Part Time

Job Description

At M&G our vision is: to become the best loved and most successful savings and investment business and were looking for people who are excited about joining us on our journey. Were 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 were 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 effectivelydeliver 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 qualifiedprofessionals 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 permanent 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 achieveand manage their clients portfolio. The consultant will mainly provide this service to our Financial Advisers and clients over the phone as part of our inbound call centre, but this can also include email contact. This role must be based out of one of our offices in Bath, Stirling or Edinburgh but regular homeworking will also be possible. We will set you up with all the equipment that you need. We also accept flexible working requests and part time hours are available. 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
• Maintaining customer accounts which includes a vast number of tasks such as; changing client details, processing client payments and other requests that we receive direct from the financial adviser.
• 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:

• Experience of working in a call centre environment
• Financial Services experience
• Organisational skills
• Ability to connect and build rapport where appropriate

We offer an excellent benefits package and a competitive salary. Work Level: Colleague Recruiter Name: Sarah Mathers Closing Date: 8 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