Customer Service Executive - Voice

Customer Service Executive - Voice - Permanent - Stirling or Edinburgh Hybrid Working

The Customer Service Executive (CSE) contributes to a positive environment focused entirely on delivering a great service experience to our customers and their advisers. The CSE has a key role in supporting a multi-functional, digitally led operation, providing high-quality services in relation to "on-boarding" new customers and servicing their ongoing needs. Post the launch of Digital Account the role is one of exception handling of complex enquiries. Working in the Voice team, the CSE is at the forefront of influencing e adoption with Advisers and those Customers wishing to transact on a non advised basis. The CSE will support omni channel contact through webchat, phone and email with a key part of the role identifying the reason for contact and taking steps to reduce failure demand and improve the customer experience. Individual performance and service delivery are subject to M&G's HR and people policies and are carried out within all policy, legislation and regulatory risk frameworks. 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. Team work, collaboration with colleagues and the role modeling of our behaviours are essential in performing within this role. Quality and accuracy are key requirements to deliver an excellent customer experience.

Key Responsibilities for this role:

• To provide accurate and straightforward information to our advisers and customers via the most appropriate channel (telephone, email, or webchat).
• Offer digital education and guidance to advisers and customers on all applicable Digital Account journeys to encourage e adoption.
• Identify failure demand and options to migrate to new or existing self service channels, working in collaboration with Sales Support colleagues in Distribution.
• Support non advised transactions, making customers fully aware of their options and covering all applicable risk warnings.
• Identify and provide support for vulnerable customers.
• Keep up to date with process and pensions knowledge.
• Manage risk against standards and highlight or escalated risk and discrepancies.
• Maintain knowledge management keeping up to date with processes, rules and products.
• Identify, handle and resolve customer complaints and achieve and maintain competency in accordance with the T&C Governance scheme (Voice only).

Key Knowledge, Skills & Experience:

• Experience of working in a customer service environment, preferably within a contact centre.
• Behaviours and approach to listen for and understand a customer's request, identifying what is required to deliver to that need.
• Ability to connect, build rapport where appropriate and deliver a service that delights the customer.
• Excellence in Execution - proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs.

This role is full time only and can be based out of our Edinburgh or Stirling offices with homeworking possible 3 days per week.

The working hours are between 8.30 am and 5.30 pm Monday to Friday with your shifts being rotated between 8.30 am - 4.30 pm, 9 am - 5 pm or 9.30 am - 5.30 pm.

Job Level: Colleague

Recruiter: Sarah Mathers

Closing Date: 26 April 2026

What we offer:

• 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.

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: