Customer Service Leader - M&G plc.

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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 also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

The Customer Service Leader (CSL) contributes to a positive environment where all of our people thrive and contribute to deliver a great service experience for our customer and their advisers. Contributing as part of the Wealth Solutions Operations Leadership team, the CSL leads their team through supportive management and tailored coaching and development.

The role will lead the bereavements team, ensuring compassionate, compliant, and effective support for customers and their representatives during bereavement. It plays a critical role in delivering sensitive engagement, operational excellence, and regulatory assurance across both bereavement and tracing journeys.

The role works closely with the Senior Management Team accountable for Customer Contact and Bereavements in order to drive end‑to‑end improvements in the bereavement journey across M&G, partnering with Journey Managers to identify and enhance key moments of truth for bereaved customers, supporting the development of a tell us once culture with streamlined, empathetic processes.

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. The CSL requires strong leadership, management and interpersonal skills and is a role model for M&G plc’s leadership behaviours – including teamwork and collaborative relationships with key stakeholders across M&G Prudential – particularly Distribution.

• Oversee day‑to‑day operations of bereavement teams to consistently achieve SLAs, KPIs, and quality standards. People Management – setting clear objectives and targets on an individual basis and monitoring performance of team members
• Team Leadership – undertake team briefings, provide feedback, recognise individual and team accomplishments
• Delivery of high‑quality customer service through their team and through resolution of any escalated processes or issues
• Support succession planning, talent development and wellbeing initiatives across the team.
• Knowledge Management – ownership of key processes with accountability to keep up to date and providing feedback and improvements
• Using judgement to strengthen our positive risk and control culture, by identifying, assessing and managing risk within their team
• Support oversight relationships with external bereavement support services, tracing agencies and legal partners to ensure joined‑up service delivery.
• Ensure full compliance with FCA regulations, GDPR and internal policies relating to bereavement and supporting tracing
• Develop and implement a tell us once model, including automation, data sharing and cross‑functional coordination to simplify bereavement journeys.
• Take all reasonable steps to ensure the team fulfils its external regulatory, legal and industry obligations

• Significant experience of customer service environments, preferably in Financial Services
• Proven leadership experience
• HR policies and practices for managing people within M&G plc environment
• People management, coaching and development techniques
• Working knowledge of life and pensions products, markets and competitors
• Strong knowledge of Bereavements processes
• Understanding of the Statements of Principle and Code of Practice
• People Management – creates…