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Head of Customer Service

M&G plc.
Stirling, United Kingdom
Closing date
Mar 5, 2024

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Job Function
Industry Sector
Finance - General
Employment Type
Full Time
At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities . To help us achieve our vision we're looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.

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:

The Head of Customer Service will lead a team of Customer Service Leaders and SMEs who service and support Wealth Retirement Account. The applicant must have previous contact centre, complaint management, sales relationship management, customer journey improvement, and operational management experience in a fast paced environment.
The role requires extensive cross-function working and collaboration, a strategic mind set and a drive to deliver a market leading service experience for our customers and advisers. Previous experience of service transformation, and leading teams in delivery of market leading multi-channel customer service is essential, along with good knowledge of personal pensions and wealth market.
The role holder will be a key member of the Wealth Operations senior leadership team, and will play a key part in shaping the operational model and market leading service, at a strategic level.

Role purpose:
  • Lead a team of Customer Service Team Managers and SMEs who service Retirement Advisers and customers
  • Drive delivery of market leading multi-channel customer service
  • Role model leadership behaviours and values, playing an influential role in the Operational Senior Leadership team, and wider business
  • Effectively manage internal and external stakeholders
  • Take personal responsibility for risk mitigation through robust management of key controls, oversight and quality management, minimising operational losses and complaints
  • Lead continual improvement of customer journey experience
  • Lead, inspire and engage colleagues

  • Expert knowledge of financial service and regulatory frameworks
  • Expert knowledge of pensions, wealth markets and competitors
  • Detailed knowledge of Telephony and CRM systems

  • Proven ability to lead, manage and motivate high-performing teams
  • Significant experience of customer service delivery in Financial Services
  • Proven operational and workflow management experience
  • Experience in the risk/quality assurance/continuous improvement space
  • Experience of SIPP/ISA products
  • Experience of leading teams through change and transformation
  • Internal and external audit
  • Complaint management
  • Strong MI and analysis skills

Personal attributes/skills:
  • Ability to work under pressure and to deadlines
  • Strong stakeholder management skills across multiple levels (internal and external)
  • Behaviours - tell it as it is, own it and move forward together with care and integrity
  • Strong influencing and coaching skills
  • Effective communicator
  • Ability to work under pressure and to deadlines

  • Relevant Financial Services qualification

Job Level: Manager/Expert
Closing Date: 3 March 2024

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 or disability 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.

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