Customer Service Executive

Customer Service ExecutiveApplylocations: Stirlingtime type: Full timeposted on: Posted 12 Days Agotime left to apply: End Date: June 25, 2026 (2 days left to apply)job requisition id: R19228Our 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. Customer Service Executive (Bereavements) Permanent Stirling Hybrid Working Good at helping people? Even better at being empathic and kind? Ever explained something complicated so well that someone sighed with relief? Excellent. Keep reading So What's This All About? We're looking for a Customer Service Executive (CSE) to play a vital role in supporting families, executors, and advisers following the death of a customer. You'll be part of a multi talented team whose entire purpose is making bereavement claims easier from notification through to settlement, delivering a service that is accurate, compassionate, and clear at a time when customers & families are often at their most vulnerable. Tackling complex "how on earth do I ?" queries, you'll be there to untangle, explain, reassure and resolve, you are problem solving superhero. Capes optional. You're right on the frontline - guiding customers confidently through their options, and making sure every interaction feels human, helpful and sorted. You'll handle: Phone Email What You'll Actually Be DoingYou'll be busy: • Act as a first point of contact for pension bereavement notifications via phone and email • Handle pension bereavement claims end to end, ensuring timely, accurate, and compliant settlement • Explain complex pension and death benefit options clearly and sensitively, avoiding jargon • Support beneficiaries, executors, and advisers through decision-making, providing appropriate guidance and risk warnings where required • Proactively manage customer expectations by keeping all parties informed throughout the claims journey • Ensure customers who choose to transact without advice are supported clearly, fairly, and in line with regulatory standards • Recognise and respond appropriately to vulnerable customers, tailoring communication style and pace • Demonstrate empathy, patience, and emotional intelligence in all interactions • Handle emotionally sensitive conversations with confidence, professionalism, and care • Achieve and maintain competency in accordance with the T&C Governance scheme • Keeping your pensions knowledge fresh and processes tidy • Managing risk responsibly and raising flags when something doesn't look quite right • Working closely with teammates who value collaboration over ego You'll Probably Love This Role If You: • Have customer service experience • Genuinely enjoy helping people, especially at difficult moments • Can build rapport without forcing it • Care deeply about quality, accuracy, and doing the right thing • Enjoy learning, improving, and getting a little better every week Basically, you're human, curious, and quietly brilliant at customer service. Where & When You'll Work • Office base: Stirling • Hybrid working - up to 3 days a week at home • Full time only • Monday-Friday, between 8:30am and 5:30pm • Rotating shifts: o 8:30am - 4:30pm o 9:00am - 5:00pm o 9:30am - 5:30pmRecruiter: Sarah MathersWhat 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: