Customer Insight Operations Apprentice

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

Who are we looking for

We are looking for a confident individual with a positive outlook and acan doattitude who are aspiring to build their experience and progress at M&G.

A successful candidateis someone who isself-motivated capable of building andmaintainingrelationships naturally curious andworkeffectively as part of a team.

The applicant would ideally have an inquisitive nature and be curious. The successful applicant should feel confident to use their own initiative and work alone where required with anaspiration to want to learn and progress.

The Role

As a Customer Operations Insight Apprentice you will be support with identifying the root causes of customer complaints and contact across M&Gs customer service channels. Your work will support the delivery of regulatory obligations to the FCA and support continuous improvement by providing actionable insight and recommendations for change.

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 acrossall ofits products andwrappers andhas an ambitious growth plan for 2025 and beyond. M&G Life operations work witha number ofpartners including EquinitiDiligentaWaystone 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.

Customer and Adviser Services deliver support that meets the needs of both endcustomers and financial advisers across their chosen channels. We aim to provide fast accurate resolutions and proactively improve experiences by using insight feedback and strong operational processes.

You will analyse complaints and contact data from voice secure message and back office functions identifying patterns and drivers that impact customer experience. Work closely with operational teams to help turn insights into meaningful service improvements. Youll support the analysis of inhouse data and assist with reviewing RCA (root cause analysis) activity carried out by outsourced partners making sure it aligns with M&G standards. You will also update action plans based on findings and follow up on agreed actions to keep improvements on track.

What will you be doing

As a Customer Insight Operations Apprentice you will be:

• Perform analysis of complaints to identify systemic issues trends and customer pain points

• Analyse reasons for contact across voice secure message and back office functions to understand customer behaviour and support customers to self-serve

• Collaborate with operational teams and journey owners to track progress and improvements

• Track and report on RCA themes and contact drivers supporting the development of dashboards and insight packs

• Support the validation and measurement of improvement initiatives linked to RCA and contact reduction

• Contribute to the continuous improvement of RCA processes and methodologies

What will I need to be successful in this role

• Confident communication skills both written and verbal

• Ability to build andmaintainrelationships with internal and external stakeholders with ease

• Ability to manage processes andcoordinatingwith different people

• Strong analytical skills with the ability to identify patterns and root causes from qualitative and quantitative data

• Ability to translate complex findings into clear actionable recommendations

• Efficient proactive structured approach to work and very wellorganized

• High levelof accuracy and good attention to detail

• Can effectively manageday to daywork alongside apprenticeshipqualification

• Moderate understanding of the MS Office (Word Excel PowerPoint Outlook)

• A proactive team player who is confident about working with others but also independently and can promptly escalate any issue and work remotely whererequired

• Logical and analytical approach coupled with intelligence passion and a drive to learn

MinimumRequirements

• Available to start the apprenticeship programme in September 2026

• You must not be enrolled into another further education programme at the beginning of the programme

• Be a UK citizen or have proof of your right to work in the UK

• Living in Scotland

• Pass in Five National 5s including English and Maths

• Minimum of Grade C in Two Highers or equivalent

Training Provided

AsaCustomer Insight Operations Apprentice with M&G you will undertaketheProviding Financial Services SCQF apprenticeship will be delivered through a blend of live online learning pre-recorded lectures and face to face inductions and masterclasses

Future Prospects

This is a fixed term contract for18- 23months upon which the business may decide toretain subject to the Apprentice performance headcount and available funding. If recruited into a permanent role the individual will follow the career progression applicable to the specific role/department.

Salary

24400perannum plus benefits

Our application process

To apply for any of our apprenticeship roles you willbe requiredto complete the following steps:

• Submit your Application Form and CV

• Complete your Online Assessment

• Take part in a short Telephone Interview (for selected roles)

• Attend one of our Assessment Centre

We are only accepting one application per candidate so please do review all job descriptions and outline your top three choices in your application.

As you may expect our Apprenticeship roles are extremely popular and therefore we may need to close vacancies early if we receivea high levelof applications.

What we offer:

At M&G were committed to helping you thrive and supporting your wellbeing both at work and beyond. Our benefits are designed to help you balance your professional and personal life while planning confidently for your future. Our UK benefits include:

• As a savings and Investments firm we are proud to offer a valuable pension scheme of 18% with 13% made up of Employer Contributions and 5% Employee Contributions. We also offer Share Save and our Share Incentive Plan together with access to financial wellbeing and support services - to help give you real confidence to put your money to work.

• Enjoy 38 days annual leave including bank holidays with the opportunity to purchase up to 5 extra days and additional flexibility through our Time Off When You Need It policy to balance your work and personal commitments.

• Our market leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity adoption surrogacy and paternity leave - as supporting families is a core aspect of our inclusive culture.

• Health & Protection cover including Private Healthcare Critical Illness cover and Life Assurance for you with family options - for peace of mind.

To explore more about life at M&G and our full benefits offering visit Life at M&G

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.

M&G is also proud to be a Disability Confident Leader and we welcome applications from candidates with long-term health conditions disabilities or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job will be offered an interview if they opt in to the scheme when applying.

Ifyou need assistanceor an alternative means of applying for a role due to a disability or additional needpleaselet usknow by contacting us at: