Customer Resilience and Journey Success Team Leader

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.

Customer Resilience and Journey Success Team Leader

The Role:  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 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:

• 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.
• Provide visible leadership across in-house and outsourced environments, ensuring consistent standards, fair resolutions and an aligned approach to customer resilience.
• Own CEO escalations, operational escalation process and complex customer situations through to conclusion, acting as a point of technical and judgement-based expertise. 
• Own and maintain communication standards and controls across all mailboxes inclusive of CEO and FOS
• 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.
• Maintain ownership of key knowledge articles, processes and controls, ensuring content is current, accurate and easily accessible for the wider operation.
• Ensure all activity adheres to regulatory requirements including FCA and FOS expectations and timescales, safeguarding customer outcomes and operational risk standards.
• 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
• Partner across Transformation, Digital, RCA and Change teams to embed fixes and preventative measures ensuring insight to action model adherence
• Deliver T&C oversight and competence assessments to maintain a skilled, capable and compliant team.
• Promote a strong risk and control culture, proactively identifying, assessing and escalating risks where required.
• 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

• Strong experience in a regulated financial services complaints environment, ideally across life and pensions.
• Strong understanding of Consumer Duty principles and how to apply them to ensure consistently fair customer outcomes.
• Proven leadership of operational or customer-facing teams, with a passion for people development and coaching.
• Demonstrable understanding of complaint handling regulation, FCA expectations on customer outcomes, and the role of vulnerability within complaint journeys.
• Working knowledge of life and pensions products, legacy systems and common customer pain points.
• Ability to analyse and interpret customer, operational and quality insights to identify root cause and drive improvement actions.
• Strong judgement and decision-making skills, with the ability to balance customer needs, commercial impacts and regulatory requirements.
• Excellent communication and influencing skills, with confidence engaging stakeholders and outsourced partners.
• 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:

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: careers@mandg.com