Customer Standards & Coaching Manager

M&G Life in its current form was created in October 2024 with the merger of what was formerly the closed book operation and the M&G Wealth Business (open book). M&G Life now covers over 5 million customers with more than 300 Bn invested across all of its products and wrappers and has an ambitious growth plan for 2025 and beyond. M&G Life operations work with a number of partners including Equiniti Diligenta Waystone Paragon Willis Towers Watson as well as M&G Global Services supporting our in-house operation. M&G Life also has international presence with teams in Ireland and Poland using a mix of insourcing and outsourcing service operations to sell to domestic and international markets.

The Customer Standards & Coaching Manager is responsible for leading the coaching and training function across M&Gs in-house customer service channelsincluding voice secure message webchat and complaintsand for overseeing equivalent activity delivered by outsourced partners. This role plays a critical part in assuring the quality of customer interactions and ensuring compliance with FCA FOS and broader regulatory expectations.

The role holder will foster a culture of high challenge and high support enabling coaches to deliver impactful training and coaching that builds capability supports product specialism and drives performance. Through strong leadership and collaboration they will embed coaching and training as core enablers of quality regulatory assurance and continuous improvement.

Main Responsibilities:

• Lead and develop a team of coaches responsible for delivering training and coaching across in-house voice secure message webchat and complaints functions.

• Oversee coaching and training activity delivered by outsourced partners ensuring consistency effectiveness and alignment with M&G standards and regulatory requirements.

• Assure the quality of customer interactions and training content ensuring compliance with FCA FOS and internal standards.

• Champion a culture of high challenge and high support enabling coaches to deliver impactful interventions and colleagues to grow capability.

• Embed coaching and training into performance management and service improvement frameworks.

• Promote product specialism through targeted coaching and training ensuring colleagues are equipped to handle complex queries and deliver compliant outcomes.

• Monitor and report on coaching and training effectiveness quality trends and regulatory assurance outcomes.

• Support the design and delivery of coaching models training programmes and quality frameworks.

• Collaborate with operational leaders to ensure coaching and training support business priorities and customer outcomes.

• Drive continuous improvement in coaching methodology training delivery tools and impact measurement.

Key Knowledge Skills & Experience

• Proven experience in coaching training delivery and quality assurance within a regulated customer service environment.

• Strong understanding of FCA and FOS requirements and how they apply to customer interactions and training.

• Experience managing or overseeing coaching and training teams across multiple channels.

• Deep knowledge of contact centre operations including voice webchat secure message and complaints handling.

• Skilled in developing and embedding coaching and training models that drive performance capability and regulatory compliance.

• Excellent communication and stakeholder engagement skills.

• Ability to lead through influence and foster a culture of accountability and growth.

• Experience working with both in-house and outsourced service teams.

• Product knowledge in financial services particularly pensions and retirement products is desirable.

• Analytical skills to interpret quality and training data and inform continuous improvement.

Work Level :Experienced Colleague