The Role: Customer Service Leader
The Customer Service Leader (CSL) contributes to a positive environment where all of our people thrive and contribute to deliver a great service experience for our customer and their advisers. Contributing as part of the Wealth Solutions Operations Leadership team, the CSL leads their team through supportive management and tailored coaching and development.
The CSL has a key role in leading a multi-functional, digitally led operation, providing high-quality services in relation to “on-boarding” new customers and servicing their ongoing needs. The role leads at the frontline of service delivery to our customers and their advisers through multi-channels and with timely and accurate delivery. The role holder is responsible for ensuring that they and their teams adhere to M&G plc’s HR and people policies and is 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. The CSL requires strong leadership, management and interpersonal skills and is a role model for M&G plc’s leadership behaviours – including teamwork and collaborative relationships with key stakeholders across M&G Prudential – particularly Distribution.
Key Responsibilities for this role:
* To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customer outcomes
* People Management – setting clear objectives and targets on an individual basis and monitoring performance of team members
* Team Leadership – undertake team briefings, provide feedback, recognise individual and team accomplishments
* Delivery of high-quality customer service through their team and through resolution of any escalated processes or issues
* People coaching and team development
* Knowledge Management – ownership of key processes with accountability to keep up to date as well as providing feedback and improvements
* Using judgement to strengthen our positive risk and control culture, by identifying, assessing and managing risk within their team
* Taking all reasonable steps to ensure the team fulfils its external regulatory, legal and industry obligations
* Perform T&C oversight responsibilities to achieve and attain competency of the operational team
Key Knowledge, Skills & Experience:
* Significant experience of customer service environments, preferably in Financial Services
* Proven leadership experience
* Relevant professional qualification (or graduate degree) is desired
* HR policies and practices for managing people within M&G plc environment
* People management, coaching and development techniques in line with PruWealth
* Working knowledge of life and pensions products, markets and competitors
* Strong knowledge of Prudential products and processes
* Understanding of the Statements of Principle and Code of Practice
* People Management – creates and sustains a work environment that fosters trust and collaborative relationships within the team
* Aligns and Engages a Team in the Vision – provides clarity to each team member on their role in achieving the vision, strategy and goals
* Energises and enables others – ignites passion and releases potential to drive success
* Develops Talent and Capabilities – identifies and cultivates essential skills and attributes to maximise individual contribution and engagement
* Embraces change – adaptable to the abundance of business change
* Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs
* Analytical skills – performance management through MI and in line with PruWealth guidelines
* Leadership and coaching skills - approachable and encouraging as a role model whilst also open to feedback
* Communication skills and ability to build strong rapport with team and stakeholders
* Self-motivated to work with limited direction and desire to grow and learn
* Ownership and accountability – responsibility for team performance
* Confidence in standing up and deliver feedback and communications
* Ability, competence and organisation – can juggle priorities in a calm manner
Job Level: Experienced Colleage
Recruiter Name:Sarah Mathers
Closing Date:24 November 2025
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.
Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional need,pleaselet usknow by contacting us at: careers@mandg.com
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