Responsibilities
for this role:
1. To provide accurate and straight forward information to our Advisers and Customers via the most appropriate channel (telephone, email or webchat)
2. Offer digital education and guidance to Advisers and Customers on all applicable Digital Account journeys to encourage e-adoption
3. Identifying failure demand and options to migrate to new or existing self service channels, working in collaboration with Sales Support colleagues in Distribution
4. Support non-advised transactions making Customers fully aware of their options and covering off all applicable risk warnings
5. Identify and provide support for vulnerable customers
6. To keep up to date with process and pensions knowledge
7. Risk Management against standards and highlighting or escalating risk and discrepancies
8. Knowledge Management - keeping up to date with processes, rules and products
9. Identify, handle and resolve customerplaints and to achieve and maintainpetency in accordance with the T&Cernance scheme (Voice only)
Key Knowledge, Skills & Experience:
10. Experience of working in a customer service environment, preferably within a contact centre
11. Behaviours and approach to listen for and understand a customers' request, identifying what is required to deliver to that need
12. Ability to connect, build rapport where appropriate and deliver a service that delights the customer
13. 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 and Monday to Friday with your shifts being rotated between -, 9am - 5pm or -
Job Level: Colleague
Recruiter: Sarah Mathers
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 diversemunities 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 wee 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 wee 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: careers@mandg
Job ID R16331