Customer Resilience and Journey Success Lead

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.

The Role:  Customer Resilience and Journey Success Lead

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 Resilience & Journey Success Lead supports customers when their journeys are not going to plan, additional support is required or when issues arise. The role combines high‑quality complaint resolution, early intervention into failing journeys and customer vulnerability awareness ensuring customers receive timely, fair and empathetic resolutions and restores confidence where things have gone wrong.  The role holder will act as the first point of escalation, investigate complaints, identify root causes, and help restore customer confidence.

Working closely with operational and change teams, the role holder will use insight and root-cause analysis to identify recurring issues and influence improvements to customer journeys, ensuring outcomes meet regulatory expectations and align with M&G’s service ambitions to deliver service that really works, ensuring customer journeys are fair, seamless and resilient.

Main Responsibilities:

• Complaint Handling & Case Ownership
• Manage workload effectively and meet service and regulatory timeframes.
• Manage and investigate customer complaints (written, phone and digital channels) to deliver fair, timely and professional resolutions.
• Own cases from commencement through to conclusion : gather evidence, analyse facts, document findings, and communicate clearly with customers via phone and written communication.
• Ensure responses meet FCA and FOS expectations.
• Case ownership of FOS referrals through to conclusion sharing insight on best practice to support reduction in FOS overturns
• Own and maintain communication standards and controls across all mailboxes inclusive of CEO and FOS
• Identify trends and recommend improvements.
• Capture root causes, themes and risks and share with the Team Leader.
• Support colleagues through knowledge sharing.
• Proactive Journey Support, Early Intervention, Customer Resilience and Vulnerability Support
• Monitor customer journeys and step in early when data indicators suggest an issue.
• Proactively contact customers via phone to provide empathetic and practical support to restore customers to positive outcomes.
• Identify customers needing additional support and tailor communication accordingly.
• Work with the Team Leader to prevent escalation into formal complaints and escalate complex or sensitive cases where needed to the relevant areas
• Support maintenance of knowledge articles and process documentation.
• Work with operational and change teams during improvement cycles.
• Contribute to a culture of high performance and collaboration.

Knowledge, Skills and Experience

• Experience in regulated financial services ideally across life and pensions
• Understanding of complaint handling regulation, FCA expectations on customer outcomes, and the role of vulnerability within complaint journeys
• Understanding of Consumer Duty principles and how to apply them to ensure consistently fair customer outcomes.
• Strong investigative and analytical skills.
• Excellent written and verbal communication skills.

Work Level : Experienced Colleague

Recruiter: Hollie Doran

Location: Stirling (Hybrid 2 - 3 days in the office per week)

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: [email protected]