Senior Complaint Handler
Senior Complaint Handler
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Job Description
At M&G our purpose is to give everyone real confidence to put their money to work.As an international savings and investments business with roots stretching back more than 170 years we offer a range of financial products and services through Asset Management Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients and superior shareholder returns.
Through our behaviours of 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.
The Role: Senior Complaints Handler
An exciting opportunity has arisen for a Senior Complaints Handler to join our Complaint Resolution Team within M&G Life. In this role you will manage investigate and resolve customer complaints both written and over the phone. The ability to identify root cause and trends and being able to work with other areas of the business in preventing future complaints is essential.
There has never been a more exciting time to join Complaint Resolution where the right candidate will thrive in a climate of fast-paced business and regulatory change. A natural problem solver and customer-centric by nature you should also have knowledge of the following:
Key Responsibilities:
Deliver exceptional Customer Service
Provide a prompt and professional response at all times while bringing the complaint to a close within the agreed timescales
Manage your own workload effectively
Work as part of a team to achieve shared goals
Identify root causes trends and issues that arise by process product or complaint type and work with the wider business to influence reduction in complaint volumes
Recognise opportunities for process improvement
You will have:
Customer Service and complaint handling experience within a Financial Services environment
Excellent communication skills verbal and written
Investigative and analytical skills
Knowledge of Quality Assurance process and techniques
An empathetic nature with the desire to reach the fairest outcome for the Customer
Desirable not essential:
Knowledge of Prudential or similar Retirement Account products
Job Level: Experienced Colleague
Location: Kildean Stirling - hybrid in office 3 days per week
Recruiter: Sarah Mathers
Closing Date: 7 July 2025
#LI-SM1
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 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.
Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional needpleaselet usknow by contacting us at:
Required Experience:
Senior IC
Employment Type
Full-Time
