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Salary 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.
Location: The successful applicant will work in a hybrid role, working remotely from home and in the office (Edinburgh, South Gyle).
The Role:
Prudential International Assurance (PIA) is an Irish regulated life insurance company and part of the M&G plc group. PIA offers investment, protection and savings products to UK residents, residents of certain crown dependencies and residents (typically expatriate) in selected European countries.
The Contact Centre team will play a key role in ensuring customers and advisers have the best possible experience in their voice and digital communications with PIA.
The Customer Service Executive (CSE) will play a key role in communicating with customers and advisers through incoming and outgoing calls, and respond to incoming emails and scanned letters, from customers and advisers, supporting a range of products.
You will be key to accomplishing PIA’s organisation vision by achieving personal objectives, working as part of a team and acting as a role model to colleagues. You will in turn be supported with your own development and career progression. You will be an excellent communicator, both verbally and written, with a strong customer focus, and be able to actively listen to and empathise with the customer.
As a Contact Centre team member, you will be part of a small, friendly team who support each other to deliver great Customer Service.
Key Responsibilities for this role:
- To provide an excellent customer and adviser experience, supporting customers and advisers through new business and servicing journeys across a range of products.
- To inform customers and advisers by providing product and service information, answering questions, educating them on the use of the website and explaining procedures.
- To update customer information and contact interaction history on the system and create work requests for other business units to ensure a seamless service to customers
- To constantly identify and embrace opportunities for improvement
- To actively participate in learning and development opportunities to maintain and update job knowledge and achieve personal and team objectives
Key Knowledge, Skills & Experience:
- Experience of Customer Service and administrative environments (preferably in financial services, but not essential)
- Experience of handling calls in a Call Centre environment
- Some experience of handling emails/secure messages in a contact centre environment desirable.
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.
