Customer Service Executive - Voice

At M&G, our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through 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 offer workplace adjustments to ensure you have the support you need to succeed in your role.

Good at talking? Even better at listening? Ever explained something complicated so well that someone sighed with relief? Excellent. Keep reading So… What’s This All About?

We’re looking for a Customer Service Executive (CSE) to be the friendly, knowledgeable human behind the headset — the person customers and advisers are very glad they spoke to today.

You’ll be part of a multi‑talented team whose entire purpose is making customer life easier. From welcoming new customers, to tackling complex “how on earth do I…?” queries, you’ll be there to untangle, explain, reassure and resolve, you are problem‑solving superhero. Capes optional.

You’re right on the frontline — influencing digital adoption, guiding customers confidently through their options, and making sure every interaction feels human, helpful and sorted.

• Phone
• Email
• Figuring out why someone is really calling — then fixing it properly so they don’t need to call back.

• Explaining stuff clearly, calmly, and without drowning anyone in jargon
• Showing customers and advisers how to use Digital Account journeys (and making them feel good about it)
• Spotting repeat problems and helping stop them happening again
• Supporting customers who choose to transact without advice — clearly, fairly, and with the right risk warnings
• Recognising vulnerable customers and giving them thoughtful, appropriate support
• Handling complaints with empathy, confidence and professionalism
• Achieve and maintain competency in accordance with the T&C Governance scheme
• Keeping your pensions knowledge fresh and processes tidy
• Managing risk responsibly and raising flags when something doesn’t look quite right
• Working closely with teammates who value collaboration over ego

• Have customer service experience (contact centre is a bonus, not a deal breaker)
• Genuinely enjoy helping people, not just “handling queries”
• Can build rapport without forcing it
• Like fixing things properly the first time
• Care about quality, accuracy, and doing the right thing
• Enjoy learning, improving, and getting a little better every week
• Basically, you’re human, curious, and quietly brilliant at customer service.

• Office base:
  Edinburgh or Stirling
• Hybrid working — up to 3 days a week at home
• Full‑time only Monday–Friday, between 8:30am and 5:30pm
• Rotating shifts: 8:30am – 4:30pm 9:00am – 5:00pm 9:30am – 5:30pm

Job Level: Colleague

Recruiter:
Sarah Mathers

We’re dedicated to supporting your wellbeing and helping you thrive, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, and financially plan for the future. Our UK benefits include:

• A valuable pension scheme of up to 18% (13% made up of employer contributions and 5% employee contributions).
• Access to our Share Save and Share Incentive Plan, alongside…