Customer Service Consultant - 12mth FTC

Edinburgh, Scotland, United Kingdom

12/7/2024

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.

Customer Service Consultant - 12 month Fixed Term Contract

Location: Bath, Stirling, Edinburgh

Be the face and voice of a leading financial brand, delivering the very best in trusted service to our Customers.

Our next intake for new starts will be in November so if successful we would get you started then.

The Role:

As a Customer Service Consultant you will join a busy and dynamic team that is responsible for delivering an industry leading level of customer service as part of our inbound contact centre team. The Contact Centre team plays a key role in ensuring advisers and customers have the best possible experience in their communications with M&G.

We have modern office facilities in three main locations – We are operating a hybrid approach to home/office working with at least 3 flexible days in the office and the rest from home, subject to change over time. We’ll make sure you have all the equipment you need to carry out your role both in the office and outside it. Our offices provide complimentary tea and coffee, subsidised Starbucks and transport to and from work when you are on a 9-5 shift from certain areas in central Scotland as well as coach transfers between Stirling station and the office.

We also offer exam support for anyone looking to gain financial qualifications

The full-time working hours are 35hrs per week with shifts patterns between 8.30am – 5.30pm.

Key Responsibilities

• Provide accurate and straightforward information to our advisors and customers, understand customer requests and identify what is required
• Maintain customer accounts, with all transactions and enquiries required for the customer processed accurately and in a timely manner within agreed timescales
• Own all requests and enquiries from end to end, delivering a personal service
• Constantly search for additional knowledge to help you provide support to advisors, clients and colleagues
• Identify ways in which we can continue to improve the way we do things
  
  

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 customer service and administrative environments (preferably in financial services, but not essential)
• Experience of handling calls in a busy Call Centre environment where high standards, productivity and quality are essential
• Organisational skills
• Ability to connect and build rapport where appropriate
  
  

What we offer:

• Generous pension (up to 13% company contribution)
• Eligibility for annual performance bonus
• 30 days’ holiday per year plus bank holidays (32 in Scotland)
• Private medical insurance
• Critical Illness cover (subject to T&C)
  
  

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, 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, physical, mental health or neuro-divergent conditions. We participate in the Disability Confident ‘Offer an Interview’ scheme, which means that candidates with disabilities or long-term health conditions who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying. These candidates are also supported to ensure they have the best opportunity to demonstrate that they can do the job.

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: careers@mandg.com