Customer Service Executive

Customer Service Executive page is loaded## Customer Service Executive locations:
Stirling time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
March 30, 2026 (20 days left to apply) job requisition :
R18599

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 - Bonds/Annuities
***
* The Role:

** The Customer Service Executive (CSE) contributes to a positive environment which is focussed entirely on delivering a great service experience to our customers and their advisers. The CSE has a key role in supporting a multi-functional, digitally led operation, providing high-quality services in relation to “on-boarding” new customers and servicing their ongoing needs. Post the launch of Digital Account the role is one of exception handling of complex enquiries.
Individual performance and service delivery is subject to M&G Prudential’s HR and people policies and is carried out within all policy, legislation and regulatory risk frameworks.
A key requirement is the ability to understand our customers’ and advisers’ needs, and to understand where the role fits in the context of providing great customer service. Team work, collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role. Quality and accuracy are key requirements to deliver excellent customer experience."
** Key Responsibilities for this role:*
* • To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment, customers outcomes and a reduction in M&G Prudential's operational risk.
• To achieve and attain competency in accordance with the T&C Governance scheme
• Case management and ownership in handling general customer/advisor enquiries and requests
• To provide accurate and straight forward information to our customers via the most appropriate channel (telephone, email or webchat)
• To keep up to date with process and pensions knowledge
• To set up new customers in a timely and affable manner, ensuring payments are accurate and in line with company policy
• Risk Management against standards and highlighting or escalating risk and discrepancies
• Knowledge Management – keeping up to date with processes, rules and products
• Educating Advisers and Customers of the benefits of Digital Account to encourage e-adoption
• Identifying failure demand and opportunities for continuous improvement
• To provide investment related, banking & reconciliation administration support, ensuring all transactions are completed with precision and is in line with SLAs
** Key Knowledge,

Skills & Experience:

*** Experience of working with Bonds or Annuities desirable
* Behaviours and approach to listen for and understand a customers’ request, identifying what is required to deliver to that need
* Ability to connect, build rapport where appropriate and deliver a service that delights the customer
* Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs
** This role is full time only, 35 hours a week, and is based out of our Stirling offices, with homeworking possible 3 days per week.
** The working hours are between 8.30am and 5.30pm Monday to Friday with your shifts being rotated between 8.30am - 4.30pm, 9am - 5pm or 9.30am - 5.30pm.
** Job Level: Colleague
**** Closing…