Customer Service Executive - M&G plc.

Customer Service Executive - M&G plc. (Permanent, Hybrid – Stirling or Edinburgh)

M&G plc is a leading savings and investments firm with a heritage of over 175 years, committed to building confidence in money management. The role is part of the Voice team in a digitally‑led operation that supports customers and advisers through webchat, phone and email.

The Customer Service Executive (CSE) supports new customer onboarding, ongoing servicing and exception handling after the launch of Digital Account. The CSE is key to influencing e‑adoption, reducing failure demand, and maintaining a high‑quality customer experience.

• Provide accurate information to advisers and customers via telephone, email, or webchat.
• Offer digital education and guidance on all applicable Digital Account journeys to encourage e‑adoption.
• Identify failure demand and collaborate with Sales Support to migrate customers to self‑service channels.
• Support non‑advised transactions, ensuring customers are fully aware of options and risk warnings.
• Identify and provide support for vulnerable customers.
• Keep up‑to‑date with processes, pensions knowledge and product information.
• Manage risk by highlighting discrepancies and escalating when necessary.
• Identify, handle and resolve customer complaints, maintaining competency under the T&C Governance scheme (Voice only).

• Experience in a customer‑service or contact‑centre environment.
• Behaviour‑driven listening to understand and meet customer needs.
• Ability to build rapport and deliver service that delights customers.
• Excellence in execution – proactive in improving personal and organisational effectiveness.

Working hours: 8.30 am – 5.30 pm, Monday to Friday. Shifts rotate between 8.30–4.30, 9.00–5.00, and 9.30–5.30.

Job Level: Colleague
Recruiter: Sarah Mathers
Closing Date: 20 January 2025

• Comprehensive pension scheme (18 % total – 13 % employer, 5 % employee) plus Share Save, Share Incentive Plan, and financial wellbeing support.
• 38 days annual leave (including bank holidays) with the option to purchase up to 5 extra days and flexible time off via the Time Off When You Need It policy.
• Inspiring Families policy – inclusive paid parental leave covering maternity, adoption, surrogacy, and paternity.
• Health & Protection cover including private healthcare, critical illness cover, and life assurance for you and family.

M&G values diversity and inclusion. We welcome applications from candidates of all backgrounds, including those with long‑term conditions, disabilities, or neuro‑divergent traits. We also welcome applications from military service members and those returning from career breaks. For assistance or alternative application methods due to a disability, contact