Customer Service Executive

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 Executive

Location: The successful applicant will work in a hybrid role, working remotely from home and in the office (Edinburgh/Stirling).

The Role:

Prudential International Assurance (PIA) is an Irish regulated life insurance company and part of the M&G plc group. PIA offers investment, protection and savings products to UK residents, residents of certain crown dependencies and residents (typically expatriate) in selected European countries.

The Contact Centre team will play a key role in ensuring customers and advisers have the best possible experience in their voice and digital communications with PIA.
The Customer Service Executive (CSE) will play a key role in communicating with customers and advisers through incoming and outgoing calls, and respond to incoming emails and scanned letters, from customers and advisers, supporting a range of products.

You will be key to accomplishing PIA's organisation vision by achieving personal objectives, working as part of a team and acting as a role model to colleagues. You will in turn be supported with your own development and career progression. You will be an excellent communicator, both verbally and written, with a strong customer focus, and be able to actively listen to and empathise with the customer.

As a Contact Centre team member, you will be part of a small, friendly team who support each other to deliver great customer service.

Key Responsibilities for this role:

• To provide an excellent customer and adviser experience, supporting customers and advisers through new business and servicing journeys across a range of products.
• To inform customers and advisers by providing product and service information, answering questions, educating them on the use of the website and explaining procedures.
• To update customer information and contact interaction history on the system and create work requests for other business units to ensure a seamless service to customers
• To constantly identify and embrace opportunities for improvement
• To actively participate in learning and development opportunities to maintain and update job knowledge and achieve personal and team objectiv es

Key Knowledge, Skills & Experience:

• Experience of customer service and administrative environments (preferably in financial services, but not essential)
• Experience of handling calls in a Call Centre environment
• Some experience of handling emails/secure messages in a contact centre environment desirable.

Closing Date: 31 December 2024

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.

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