Customer Service Executive - Customer Services & Operations Controls

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:Working in Wealth Solutions Operations: 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. 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: 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&GPrudentials operationalrisk. To achieve and attain competency in accordance with the T&C Governance scheme Case management and ownership in handling general customer/advisor enquiries and requests To provide accurate and straight forward information to our customers via the most appropriate channel (telephone, email or webchat) To keep up to date with process and pensions knowledge To set up new customers in a timely and affable manner, ensuring payments are accurate and in line with company policy Risk Management against standards and highlighting or escalating risk and discrepancies Knowledge Management - keeping up to date with processes, rules and products Educating Advisers and Customers of the benefits of Digital Account to encourage e-adoption Identifying failure demand and opportunities for continuous improvement To provide investment related, banking & reconciliation administration support, ensuring all transactions are completed with precision and is in line with SLAs Key Requirements: Strong industry knowledge of personal pension and self-invested personal pension schemes Strong technical knowledge of PruWealth products Working knowledge of financial services regulatory, legal and legislative frameworks Understanding of pensions and the tax regime in which they operate and of FSA compliance rules relating to PPs/SIPPs and packaged products Understanding of the Statements of Principle and Code of Practice At least 1-year experience of working in a customer service environment, preferably within pensions Experience of operating Retirement Account administration processes 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 Work Level: Colleague Recruiter: Sarah Mathers Closing Date: 24 May 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