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: Training & Knowledge Content Specialist
M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customerswith more than £300 Bn invested across all of its products and wrappers andhas an ambitious growth plan for 2025 and beyond.M&G Life operations work with a number of partners including Equiniti, Diligenta, Waystone, Paragon, Willis Towers Watson, as well as M&G Global Services supporting our in-house operation.M&G Life also has international presence with teams in Ireland and Poland, using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.
The Training & Knowledge Content Specialist is responsible for creating high-quality, engaging, and compliant training and knowledge materials that support the development of customer service colleagues across M&G’s in-house and outsourced operations. Working closely with the coaching team—who act as subject matter experts—the role holder will translate operational expertise into structured learning journeys and accessible content.
This role plays a critical part in ensuring that training is fit for purpose, aligned with regulatory expectations, and supports the delivery of exceptional customer outcomes. In addition to core service training, the role holder will design and maintain learning pathways for leadership development and succession planning, including training for managers and specialists. They will collaborate across teams to understand learning needs, optimise training design, and maintain knowledge resources that enable consistent, confident service delivery.
Main Responsibilities:
1. Design and write training content for customer service roles across contact, complaints and back officefunctions.
2. Collaborate with coaches and operational SMEs to capture expertise and translate it into structured learning materials.
3. Develop and maintain knowledge management content, ensuring accuracy, accessibility, and alignment with business and regulatory standards.
4. Create learning journeys that support onboarding, upskilling, leadership development, and succession planning.
5. Design and maintain training content for managers and specialists to support capability growth and career progression.
6. Ensure training content reflects FCA, FOS, and internal compliance requirements.
7. Work with operational leaders and change teams to ensure training supports new products, processes, and service enhancements.
8. Review and update training materials in response to feedback, regulatory changes, and service evolution.
9. Support the development of digital learning formats and self-serve content.
10. Maintain version control and governance of training and knowledge assets.
11. Collaborate with the Customer Standards & Coaching Manager to ensure training delivery is consistent and impactful.
Key Knowledge, Skills & Experience
12. Experience in instructional design, training content creation, or learning development within a customer service or regulated environment.
13. Strong writing and editing skills, with the ability to simplify complex information.
14. Understanding of FCA and FOS requirements and how they apply to training and knowledge content.
15. Experience working with subject matter experts to develop learning materials.
16. Familiarity with contact centre operations and customer service processes.
17. Experience designing learning journeys for leadership development and succession planning.
18. Knowledge of adult learning principles and instructional design methodologies.
19. Experience with digital learning tools and knowledge management platforms is desirable.
20. Strong collaboration and stakeholder engagement skills.
21. Attention to detail and commitment to quality and compliance.
22. Proactive, adaptable, and passionate about enabling colleague success through learning.
Work Level : Experienced Colleague
Recruiter: Sarah Mathers
Location: Homebased, Stirling, Edinburgh or 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, 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: