Customer Service Executive - Voice

Job Description

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 clientsand identifying new opportunities to make a positive impact for our environment and communities . To help us achieve our vision were looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliverresults 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. The Role:Are you an experienced Customer Service or call centre professional looking for a new challenge We are currently recruiting for a number Customer Service Executives to join a busy and dynamic team that is responsible for delivering a high level of customer service to M&G plc customers and Financial Advisers at our Kildean office in Stirling or Edinburghoffice at South Gyle. Working in Wealth Solutions Operations: The Customer Service Executive (CSE) contributes to a positive environment which is focused 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. 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 plcs 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&Gs 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
• Ability to work at pace in an environment where high standards or productivity and quality are essential.
• 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:

• At least 1-year experience of working in a customer service contact centre environment, preferably within pensions but not essential
• Behaviours and attitude to encapsulate a customer centric approach
• 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 Shift Pattern for this role is likely to be 8.30-4.30, 9-5 & 9:30-5:30 on a rotation, subject to change with opening hours with some working from home and some days in the office. We offer a competitive salary with excellent benefits . Work Level: Colleague Recruiter Name: 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 or disability 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.