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Customer Service Technical Consultant Executive
M&G
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.
The Role: Customer Service Technical Consultant Executive
You are an expert within Operations dealing with complex issues and delivering resolution through experience gained working within Customer Services.
As a Specialist, you will actively monitor projects outputs and are able to assess the impact which need your participation with planning, documenting, testing and execution of changes.
Keeping both internal and external stakeholders informed with managed information on the progress of projects
Main Responsibilities:
Accountable for providing a quality service or product to customers and stakeholders, using skills/experience built through significant practical experience or training
For team leaders, accountable for ensuring the team the role supports is delivering a quality service or product
Works within established frameworks and procedures, with the freedom to interpret them to solve a range of problems
Delivers outputs that are clearly defined, using discretion over how to achieve them
Makes suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations
Key Responsibilities for this role:
Project management: Supporting design of Project, requirements, and SLAs
Communication: Excellent verbal and written communication skills
Customer service: Experience in a customer service role, ideally in financial services or insurance
Problem-solving: The ability to work under pressure, remain calm, to resolve issues
Technical skills: Understanding of operational process and supporting rectification work
Organisation: Good organizational skills and the ability to plan and set realistic goals
Attention to detail: The ability to maintain high levels of quality and pay close attention to detail
Confidentiality: The ability to work with confidential data and ensure the confidentiality of all information
Teamwork: The ability to work well with others and liaise with people at all levels
Adaptability: Being able to work in a fast-paced and dynamic environment
Notifiable Events and Complaints : Supporting and taking notifiable events and complaints trough to resolution
Training : The ability to draft training material and deliver training to areas within the business.
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Key Knowledge, Skills & Experience
Significant established working experience in a customer facing environment within the Financial Services industry.
Knowledge of M&G products and investments.
Excellent verbal and written communication skills.
Proven ability to work unsupervised within a regulatory driven environment.
Ability to influence others
Proven ability to work unsupervised while meeting tight timescales.
Understanding of the complaint handling process and regulations
Good working knowledge and understanding of HMRC and DWP rules and how these apply to pensions.
The ability to work accurately and to deadlines.
Capability of managing multiple priorities at the same time and take personal responsibility for achieving them
Stakeholder management
Work Level : Experienced Colleague
Recruiter: Sarah Mathers
Location: Homebased UK, Stirling, London
Closing Date : 15 October 2025
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, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying.
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