Customer Service Executive - M&G plc.

Benefits

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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 Service Executive (Bereavements) Permanent | Stirling | Hybrid Working Good at helping people? Even better at being empathic and kind? 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 play a vital role in supporting families, executors, and advisers following the death of a customer. You'll be part of a multi talented team whose entire purpose is making bereavement claims easier from notification through to settlement, delivering a service that is accurate, compassionate, and clear at a time when customers & families are often at their most vulnerable. 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. You're right on the frontline - guiding customers confidently through their options, and making sure every interaction feels human, helpful and sorted. You'll handle: Phone Email What You'll Actually Be Doing You'll be busy: - Act as a first point of contact for pension bereavement notifications via phone and email - Handle pension bereavement claims end to end, ensuring timely, accurate, and compliant settlement - Explain complex pension and death benefit options clearly and sensitively, avoiding jargon - Support beneficiaries, executors, and advisers through decision-making, providing appropriate guidance and risk warnings where required - Proactively manage customer expectations by keeping all parties informed throughout the claims journey - Ensure customers who choose to transact without advice are supported clearly, fairly, and in line with regulatory standards - Recognise and respond appropriately to vulnerable customers, tailoring communication style and pace - Demonstrate empathy, patience, and emotional intelligence in all interactions - Handle emotionally sensitive conversations with confidence, professionalism, and care - 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 - Genuinely enjoy helping people, especially at difficult moments - Can build rapport without forcing it - Care deeply 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: Stirling - Hybrid working - up to 3 days a week at home - Full time only - Monday-Friday, between 8:30am and 5:30pm - Rotating shifts: o 8:30am - 4:30pm o 9:00am - 5:00pm o 9:30am - 5:30pm Recruiter: Sarah Mathers

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