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Customer Service Team Leader
About M&G
Our purpose is to give everyone real confidence to put their money to work.
With a heritage dating back over 175 years, we have a long history of innovation in savings and investments. Combining asset management and insurance expertise, we 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 transparency, accountability, and collective progress with care and integrity, we create an exceptional place to work for exceptional talent.
We offer flexible working arrangements for all roles and workplace accommodations to ensure effective job performance.
The Role: Customer Services Team Leader
This role involves leading a high-quality Customer Services team to deliver outstanding customer outcomes. As Team Leader, you will:
- Set clear expectations
- Role model M&G values
- Create an environment where individuals are supported, challenged, and developed to succeed
Key Accountabilities
- Leading a team responsible for supporting diverse customer service needs in a contact centre environment.
- Combining strong leadership skills with deep platform knowledge to drive performance, resolve complexity, and ensure service excellence.
Ideal Candidate Profile
An experienced leader with a proven track record in fast-paced, demanding environments, possessing:
- Leadership credibility
- Strong technical/platform expertise
Key Work Level Accountabilities
Experienced Colleague – Customer Services Team Leader
- Deliver high-quality service through deep experience and expertise
- Ensure consistent team performance, meeting service and operational standards
- Apply judgment within frameworks to manage complexity and resolve issues
- Use expertise to drive continuous improvement and transformational outcomes
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Key Responsibilities
- Lead, develop, and performance manage a Customer Services team
- Contribute to wider operational leadership teams, driving collective success
- Provide credible leadership informed by strong platform knowledge and expertise
- Use operational insights to guide decision-making and drive continuous improvement
- Coach and develop team competence, enhancing both performance and technical skills
- Maintain high levels of engagement, particularly during periods of change
- Confidently and effectively manage people-related issues
Key Knowledge, Skills & Experience
Requirements for the role include:
- Proven leadership experience with strong performance outcomes
- Deep and broad platform knowledge with the ability to apply expertise across varied scenarios
- Experience operating within fast-paced, high-complexity environments
- Strong ownership and accountability for team performance
- Excellent communication, coaching, and stakeholder engagement skills
- Ability to make confident, data-driven decisions, manage performance, and drive improvements
Location
- Bath
- Stirling
What We Offer: Our Commitment to Your Wellbeing
At M&G, we pride ourselves on helping you thrive both professionally and personally. Below are some key benefits available to all UK-based colleagues:
Pension & Financial Wellbeing
- Valuable pension scheme (18% total contribution – 13% employer, 5% employee)
- Access to Share Save and Share Incentive Plans
- Financial wellbeing and support services to help you manage your financial future with confidence
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Flexible Working & Leave
- 38 days’ annual leave (including bank holidays)
- Option to purchase up to 5 additional days
- Flexible Time Off When You Need It policy for better work-life balance
Support for Families
- Inspiring Families policy, offering:
- Comprehensive support and parental leave for:
- Maternity
- Adoption
- Surrogacy
- Paternity
- Comprehensive support and parental leave for:
- Commitment to an inclusive culture underpinning all our policies
Health & Protection
- Private Healthcare, critical illness cover, and life assurance for colleagues, extendable to families for added security
- Lifelong learning and support
Culture & Inclusion
M&G fosters a diverse, inclusive culture where everyone thrives regardless of their background.
- Underpinned by robust policies and employee-led networks
- Encourages networking, advice, and support for varied communities.
We are proudly committed to equity and accessibility, including:
- M&G is a Disability Confident Leader
- Supporting colleagues with long-term health conditions, disabilities, or neurodivergent conditions
- Welcoming candidates from the UK armed forces
- Valuing returns-to-work experiences after career breaks
Support & Accommodations
- If you require assistance or an alternative application process due to disabilities or additional needs, please get in touch at: careers@mandg.com
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