Customer Service Executive – Voice Full Time NEW

Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through 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.

🎧 Customer Service Executive (Voice)

Permanent | Stirling or Edinburgh | Hybrid Working

Good at talking? Even better at listening? Ever explained something complicated so well that someone sighed with relief?

Excellent. Keep reading 👇

👋 So… What’s This All About?

We’re looking for a Customer Service Executive (CSE) to be the friendly, knowledgeable human behind the headset — the person customers and advisers are very glad they spoke to today.

You’ll be part of a multi‑talented team whose entire purpose is making customer life easier. From welcoming new customers, to tackling complex “how on earth do I…?” queries, you’ll be there to untangle, explain, reassure and resolve, you are problem‑solving superhero. Capes optional.

🎤 The Voice Team Vibe

You’re right on the frontline — influencing digital adoption, guiding customers confidently through their options, and making sure every interaction feels human, helpful and sorted.

You’ll handle:

📞 Phone

📧 Email

And your secret superpower? Figuring out why someone is really calling — then fixing it properly so they don’t need to call back.

🧩 What You’ll Actually Be Doing

You’ll be busy:

• Explaining stuff clearly, calmly, and without drowning anyone in jargon
• Showing customers and advisers how to use Digital Account journeys (and making them feel good about it)
• Spotting repeat problems and helping stop them happening again
• Supporting customers who choose to transact without advice — clearly, fairly, and with the right risk warnings
• Recognising vulnerable customers and giving them thoughtful, appropriate support
• Handling complaints with empathy, confidence and professionalism
• Achieve and maintain competency in accordance with the T&C Governance scheme
• Keeping your pensions knowledge fresh and processes tidy
• Managing risk responsibly and raising flags when something doesn’t look quite right
• Working closely with teammates who value collaboration over ego

🌟 You’ll Probably Love This Role If…

You:

• Have customer service experience (contact centre is a bonus, not a dealbreaker)
• Genuinely enjoy helping people, not just “handling queries”
• Can build rapport without forcing it
• Like fixing things properly the first time
• Care about quality, accuracy, and doing the right thing
• Enjoy learning, improving, and getting a little better every week

Basically, you’re human, curious, and quietly brilliant at customer service.

🏡 Where & When You’ll Work

• Office base: Edinburgh or Stirling
• Hybrid working — up to 3 days a week at home
• Full‑time only
• Monday–Friday, between 8:30am and 5:30pm
• Rotating shifts:
• 8:30am – 4:30pm
• 9:00am – 5:00pm
• 9:30am – 5:30pm

Job Level: Colleague

Recruiter: Sarah Mathers

Closing Date: 26 April 2026

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.

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