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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. 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, • 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, • Take personal accountability for your own personal development and professional competence, finding ways to further your own learning, gaining a strong understanding of the platform and long term savings industry, • 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. What we offer: At M&G, we're 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, 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. 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: