Customer Outcomes Assurance Coach - M&G plc.

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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 Outcomes Assurance Coach - Permanent The Role: The Customer Outcomes Assurance Coach plays a pivotal role in ensuring high-quality customer outcomes across complaints handling, onboarding, and complex servicing. This role supports a multi-functional, digitally-led operation and champions best practice through coaching, training, and quality assurance. The Coach fosters a culture of continuous improvement, collaboration, and regulatory compliance, aligned with M&G's values and HR policies. The role holder's responsibilities: Deliver structured 1:1 and group coaching sessions across voice, secure message, webchat, and complaints functions, using recognised coaching models. Facilitate onboarding and capability development for new and existing colleagues, focusing on product knowledge, servicing processes, and complaint handling. Conduct quality assurance reviews of customer interactions, including call listening and complaint resolution audits, ensuring alignment with FCA, FOS, and internal standards. Participate in consistency meetings and peer reviews to uphold audit accuracy and calibration across the team. Perform root cause and trend analysis to identify areas for improvement and inform coaching focus. Act as a subject matter expert (SME) for product and process knowledge, supporting colleagues in resolving complex queries. Maintain team engagement through side-by-sides, feedback loops, and regular coaching communications. Collaborate with the Training & Knowledge Content Specialist to ensure training materials reflect current processes and regulatory expectations. Maintain and govern knowledge items, guidance materials, and feedback channels to ensure accessibility, relevance, and continuous improvement. Escalate risks appropriately and promote a positive risk and control culture through coaching and QA activity. Key Knowledge, Skills & Experience Proven experience in relevant Serviced products in the area, complaint handling, quality assurance, and customer service within a regulated environment. Essential Skills - Successful candidate must have previous Call Framework experience, Contact Centre experience and complaint handling experience Clear Communication Skills - a natural ability to explain complex information clearly and simply using excellent written and oral communication Strong understanding of financial services regulations, especially in pensions and retirement accounts. Skilled in coaching, training delivery, and performance improvement. Excellent written and verbal communication skills. Demonstrates learning agility and adaptability in a fast-paced area Builds collaborative relationships and fosters trust and accountability. Work Level : Experienced Colleague Recruiter: Sarah Mathers Location: Kildean, Stirling Closing Date : 12 May 2026

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