Training & Knowledge Content Specialist
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 workplace accommodations to ensure you have what you need to effectively deliver in your role.
Responsibilities
* Design and write training content for customer service roles across contact, complaints and back office functions.
* Collaborate with coaches and operational SMEs to capture expertise and translate it into structured learning materials.
* Develop and maintain knowledge management content, ensuring accuracy, accessibility, and alignment with business and regulatory standards.
* Create learning journeys that support onboarding, upskilling, leadership development, and succession planning.
* Design and maintain training content for managers and specialists to support capability growth and career progression.
* Ensure training content reflects FCA, FOS, and internal compliance requirements.
* Work with operational leaders and change teams to ensure training supports new products, processes, and service enhancements.
* Review and update training materials in response to feedback, regulatory changes, and service evolution.
* Support the development of digital learning formats and self-serve content.
* Maintain version control and governance of training and knowledge assets.
* Collaborate with the Customer Standards & Coaching Manager to ensure training delivery is consistent and impactful.
Qualifications
* Experience in instructional design, training content creation, or learning development within a customer service or regulated environment.
* Strong writing and editing skills, with the ability to simplify complex information.
* Understanding of FCA and FOS requirements and how they apply to training and knowledge content.
* Experience working with subject matter experts to develop learning materials.
* Familiarity with contact centre operations and customer service processes.
* Experience designing learning journeys for leadership development and succession planning.
* Knowledge of adult learning principles and instructional design methodologies.
* Experience with digital learning tools and knowledge management platforms is desirable.
* Strong collaboration and stakeholder engagement skills.
* Attention to detail and commitment to quality and compliance.
* 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: 16 October 2025
M&G is a diverse workforce and an inclusive culture underpinned by our policies and employee‑led networks that 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. 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.com
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