Customer Service Executive - Contact Centre

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:The Customer Service Executive (CSE) contributes to a positive environment which is focussed 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 therole 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 Prudentials 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 areessential in performing within this role. Quality and accuracy are key requirements to deliver excellent customer experience.Key Responsibilities for this role: To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&G Wealths operational risk. 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 work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment and ensure best customer outcomes 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 needsThis role 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.Work Level: ColleagueRecruiter Name: Sarah Mathers

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<b