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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
Who are we looking for?
We are looking for a confident individual with a positive attitude and a can‑do approach, who is keen to build their experience and grow with M&G.
A successful candidate will be self‑motivated, curious, able to build strong relationships and work effectively as part of a team.
They should feel comfortable using their initiative, working independently when needed, and be eager to learn and progress.
The Role
As a Customer Operations Insight Apprentice you will be support with identifying the root causes of customer complaints and contact across M&G’s customer service channels. Your work will support the delivery of regulatory obligations to the FCA and support continuous improvement by providing actionable insight and recommendations for change.
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 customers with more than £300 Bn invested across all of its products and wrappers and has 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.
Customer and Adviser Services deliver support that meets the needs of both end‑customers and financial advisers across their chosen channels. We aim to provide fast, accurate resolutions and proactively improve experiences by using insight, feedback, and strong operational processes.
You will analyse complaints and contact data from voice, secure message, and back-office functions, identifying patterns and drivers that impact customer experience. Work closely with operational teams to help turn insights into meaningful service improvements. You’ll support the analysis of in‑house data and assist with reviewing RCA (root cause analysis) activity carried out by outsourced partners, making sure it aligns with M&G standards. You will also update action plans based on findings and follow up on agreed actions to keep improvements on track.
What will you be doing?
As a Customer Insight Operations Apprentice you will be:
- Perform analysis of complaints to identify systemic issues, trends, and customer pain points
- Analyse reasons for contact across voice, secure message, and back-office functions to understand customer behaviour and support customers to self-serve
- Collaborate with operational teams and journey owners to track progress and improvements
- Track and report on RCA themes and contact drivers, supporting the development of dashboards and insight packs
- Support the validation and measurement of improvement initiatives linked to RCA and contact reduction
- Contribute to the continuous improvement of RCA processes and methodologies
What will I need to be successful in this role?
- Confident communication skills, both written and verbal
- Ability to build and maintain relationships with internal and external stakeholders with ease
- Ability to manage processes and coordinating with different people
- Strong analytical skills with the ability to identify patterns and root causes from qualitative and quantitative data
- Ability to translate complex findings into clear, actionable recommendations
- Efficient, proactive, structured approach to work and very well organized
- High level of accuracy and good attention to detail
- Can effectively manage day to day work, alongside apprenticeship qualification
- Moderate understanding of the MS Office (Word, Excel, PowerPoint, Outlook)
- A proactive team player who is confident about working with others but also independently and can promptly escalate any issue and work remotely where required
- Logical and analytical approach coupled with intelligence, passion, and a drive to learn
Minimum Requirements
- Available to start the apprenticeship programme in September 2026
- You must not be enrolled into another further education programme at the beginning of the programme
- Be a UK citizen or have proof of your right to work in the UK
- Living in Scotland
- Pass in Five National 5s including English and Maths
- Minimum of Grade C in Two Highers or equivalent
Training Provided
As a Customer Insight Operations Apprentice with M&G, you will undertake the Providing Financial Services SCQF Level 6 Apprenticeship. The apprenticeship will be delivered through a blend of live online learning, pre-recorded lectures, and face to face inductions and masterclasses
Future Prospects
This is a fixed term contract for 18 – 23 months upon which the business may decide to retain, subject to the Apprentice performance, headcount, and available funding. If recruited into a permanent role, the individual will follow the career progression applicable to the specific role/department.
Salary
£24,400 per annum plus benefits
Our application process
To apply for any of our apprenticeship roles you will be required to complete the following steps:
- Submit your Application Form and CV
- Complete your Online Assessment
- Take part in a short Telephone Interview (for selected roles)
- Attend one of our Assessment Centre
We are only accepting one application per candidate, so please do review all job descriptions and outline your top three choices in your application.
As you may expect, our Apprenticeship roles are extremely popular and therefore we may need to close vacancies early if we receive a high level of applications.
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 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 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: apprenticeship@mandg.com
