At M&G, 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 offer workplace adjustments to ensure you have the support you need to succeed in your role.
Customer Resilience and Journey Success Team Leader
The Role: 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 and Journey Success Team Leader provides day-to-day leadership to a team of specialist complaint handlers, ensuring customers receive timely, fair and empathetic resolutions. The role works across multiple channels including voice, secure messaging and webchat, and provides line-of-sight and assurance across equivalent activity delivered by outsourced partners. The role holder will champion an approach that protects vulnerable customers, delivers operational resilience, and restores confidence when things have gone wrong.
A key part of the role is creating a culture where colleagues are empowered through high challenge and high support, using coaching and feedback to strengthen capability. 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. The role supports proactive intervention, early journey support and high‑quality complaint resolution.
Main Responsibilities:
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Lead, coach and develop a team of complaint specialists, setting clear expectations and supporting colleagues to deliver consistently high-quality customer outcomes. Ensure the team are equipped and skilled to recognise and deliver early intervention, supporting customers whose journeys are not progressing as expected.
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Provide visible leadership across in-house and outsourced environments, ensuring consistent standards, fair resolutions and an aligned approach to customer resilience.
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Use customer insights, quality feedback and root-cause analysis to identify themes and partner with operational, product and change teams to improve processes and journeys and work with MI, AI and VOC teams to operationalise predictive tools.
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Maintain ownership of key knowledge articles, processes and controls, ensuring content is current, accurate and easily accessible for the wider operation.
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Ensure all activity adheres to regulatory requirements including FCA and FOS expectations and timescales, safeguarding customer outcomes and operational risk standards.
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Monitor and support a reduction in FOS overturn rates, sharing insight on best practice and clear evidence/actions where good customer outcomes have not been achieved
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Partner across Transformation, Digital, RCA and Change teams to embed fixes and preventative measures ensuring insight to action model adherence
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Deliver T&C oversight and competence assessments to maintain a skilled, capable and compliant team.
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Promote a strong risk and control culture, proactively identifying, assessing and escalating risks where required.
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Act as Vulnerable Customer Ambassador supporting Champions to ensure vulnerable customer best practice is applied and any outcomes that have not been as expected are addressed and shared for learnings
Key Knowledge, Skills & Experience
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Strong experience in a regulated financial services complaints environment, ideally across life and pensions.
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Strong understanding of Consumer Duty principles and how to apply them to ensure consistently fair customer outcomes.
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Proven leadership of operational or customer-facing teams, with a passion for people development and coaching.
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Demonstrable understanding of complaint handling regulation, FCA expectations on customer outcomes, and the role of vulnerability within complaint journeys.
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Working knowledge of life and pensions products, legacy systems and common customer pain points.
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Ability to analyse and interpret customer, operational and quality insights to identify root cause and drive improvement actions.
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Strong judgement and decision-making skills, with the ability to balance customer needs, commercial impacts and regulatory requirements.
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Excellent communication and influencing skills, with confidence engaging stakeholders and outsourced partners.
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Adaptable and comfortable operating in a changing environment with evolving customer and regulatory expectations.
Work Level : Experienced Colleague
Recruiter: Sarah Mathers
Location: Stirling
What we offer:
We’re dedicated to supporting your wellbeing and helping you thrive, both at work and beyond. Our benefits are designed to help you balance your professional and personal life, and financially plan for the future. Our UK benefits include:
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A valuable pension scheme of up to 18% (13% made up of employer contributions and 5% employee contributions).
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Access to our Share Save and Share Incentive Plan, alongside financial wellbeing and support services to help give you real confidence to put your money to work.
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Enjoy 38 days annual leave (including bank holidays), with the opportunity to purchase up to five extra days. Our Time Off When You Need It policy gives you the flexibility - to balance work and personal commitments.
- Our market-leading Inspiring Families policy includes comprehensive support and paid parental leave covering maternity, adoption, surrogacy, and paternity leave - because supporting families is an important part of our inclusive culture.
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Health & Protection cover includes Private Healthcare, Critical Illness cover and Life Assurance for you, with additional family options - for peace of mind.
To explore more about life at M&G and our full benefits offering, visit Life at M&G
At M&G we strive to have a diverse workforce and an inclusive culture, underpinned by our policies and employee-led networks that offer networking, support and development opportunities for the diverse communities our colleagues represent. We welcome applications from people of all backgrounds – across gender, ethnicity, age, disability, sexual orientation and more – including neurodivergent individuals, career returners and those with military service experience.
M&G is proud to be Level 3: Disability Confident Leader under the UK Government Disability Confident employer scheme, and we welcome applications from candidates with disabilities and long-term health conditions. If you would like to participate in the initiative, you will have the opportunity to indicate this on your application.
We are committed to providing an inclusive recruitment process. All candidates have the opportunity to request reasonable adjustments when applying. If you need any additional support at any stage, please contact us at: [email protected]
