Customer Support Consultant

Customer Service Consultant

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 workplace accommodations to ensure you have what you need to effectively deliver in your role.

We are looking for an enthusiastic and engaging Customer Support Consultant to join an exciting, busy and dynamic area and help us deliver an industry-leading level of customer service. As part of the Operational team, you will be at the heart of our business and help to drive the overall success of the company.

We have modern office facilities in three main locations – Stirling, Edinburgh and Bath. We are operating a hybrid approach to home/office working. We'll make sure you have all the equipment you need to carry out your role both in the office and outside it. You will be doing 3 days per week in the office and the other 2 from home in this role.

The Role - Customer Service Consultant

To provide a support service to Financial Advisers and end clients, delivering an industry leading level of customer service and continuously finding ways to help our Financial Advisers achieve and manage their client's portfolio and to achieve their strategy and objectives.

Key Responsibilities for this Role

People, Team and Work

• Take ownership for fulfilling a variety of work, which may include:
• Transferring client assets and money to other providers
• Become competent in the use of our online platform, to be able to assist clients and advisers to support their use of the tools and online facilities available to them
• Working as part of the Operational teams putting the customers at the heart of everything we do
• Demonstrate awareness of the team measures and support how these are used to understand the customer journey
• Undertake project and ad hoc tasks where required

Customer

• Own all requests/enquiries from end to end, minimising hand-offs and delivering a personal service
• Constantly seek additional knowledge to help you provide support to advisers, clients and colleagues, anticipating their needs and finding solutions to any challenges that arise
• Learn from feedback received how to improve our service proposition and assist colleagues to meet collective business goals
• Identify ways in which we can continue to improve the way we do things
• All transactions and enquiries required for the customer processed accurately and in a timely manner within agreed timescales

Risk

• Ensure Business area risk responsibilities are understood
• Understand the Risk types, key risks and control framework in your business area.
• Undertake all mandatory training
• Take personal accountability for understanding the key regulatory and legal requirements the platform must adhere to, ensuring all requests are completed in a timely and accurate manner
• Demonstrate an awareness of the key risks to the business and assist the leadership team in proactively managing these
• All work is completed using agreed team procedures and processes
• Identify and take ownership of those risks in accordance with the risk handling procedure and escalate where necessary

Culture

• Demonstrate role model behaviours
• Develops effective working relationships across teams to deliver a cohesive and professional customer service
• Collaborate with colleagues to meet collective business goals showing flexibility to support the needs of the business.
• Be flexible in your approach to the work, proactively looking for opportunities to develop, learn and assist your colleagues in their development

Key Knowledge, Skills & Experience:

• Tax wrappers (including ISAs, pension, offshore and onshore bonds) and how tax affects clients' portfolios and their personal tax affairs
• Transfers, re-registration and custody administration
• Client Money rules and controls
• Portfolio and cash management
• SIPP administration, including benefit crystallisation, PAYE and statutory client reporting
• HMRC, FCA and other regulatory frameworks

We aspire to provide industry leading levels of customer service, motivating our customers to not only give us positive feedback, but recommend the service we provide. To help us achieve this you will need high levels of energy, strong customer empathy and a desire to help all customers, no matter how challenging the request. You will be proactive in your approach to your work and change within the workplace. You will be the face or voice of our brand and a very high level of professionalism is expected at all times. Excellent verbal and numeracy skills are essential, as is being able to communicate in a confident, professional and sincere manner.

Our clients entrust us to take safe custody of their life savings, this requires us all to demonstrate extremely high levels of personal integrity to maintain this trust. We use a range of IT systems to support our clients. Although we'll help you learn how to use these systems, a working knowledge of Microsoft Office, including Word and Excel, is required. Financial services experience, preferably in WRAP, or asset/wealth management sector.

Job Level: Colleague

Locations: Bath, Edinburgh or Kildean Stirling

Closing Date: 23 October 2025

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.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at careers@mandg.com.