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Customer Service Team Leader
Customer Service
stirling, uk · Bath, UK
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 Role
This role is responsible for leading a high performing Customer Services team to deliver consistently strong customer outcomes. You will set clear expectations, role model M&G values, and create an environment where individuals are supported, challenged, and developed to succeed.
You will lead a team responsible for supporting a wide range of customer servicing needs in a contact centre environment, combining strong people leadership with deep platform knowledge to drive performance, resolve complexity, and ensure high quality service delivery.
We’re looking for an experienced leader with a proven track record in fast paced, demanding environments, who brings both leadership credibility and strong technical/platform expertise.
Key Work Level Accountabilities – Experienced Colleague
- Accountable for delivering high quality service through strong experience and platform knowledge
- Ensures the team consistently meets performance and service standards
- Applies judgement within established frameworks to manage complexity and solve problems
- Uses experience and expertise to drive outcomes and continuous improvement
Key Responsibilities
- Lead, develop, and performance manage a Customer Services team
- Act as part of the wider operational leadership team, driving collective outcomes
- Provide credible leadership underpinned by strong platform knowledge and expertise
- Use technical and operational insight to support decision making and drive continuous improvement
- Coach and develop team capability, building both performance and knowledge depth
- Maintain high engagement and motivation, particularly through change
- Manage people issues confidently and effectively
Key Knowledge, Skills & Experience
- Proven people leadership experience with strong performance outcomes
- Deep and broad platform knowledge, with the ability to apply expertise across varied scenarios
- Experience operating in fast-paced, complex environments
- Strong ownership and accountability for team performance
- Excellent communication, coaching, and stakeholder engagement skills
- Confident decision-maker, able to manage performance and drive improvement
Location: Bath or Stirling
What we offer:
At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, while planning confidently for your future. Our UK benefits include:
As a savings and Investments firm we are proud to offer a valuable pension scheme of 18%, with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan, together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.
Enjoy 38 days annual leave including bank holidays, with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy – to balance your work and personal commitments.
Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - as supporting families is a core aspect of our inclusive culture.
Health & Protection cover including Private Healthcare, Critical Illness cover and Life Assurance for you, with family options - for peace of mind.
To explore more about life at M&G and our full benefits offering, visit Life at M&G
We have a diverse workforce and an inclusive culture at M&G, 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.
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