Customer Service Executive - PIA

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 Service Executive

Location: The successful applicant will work in a hybrid role, working remotely from home and in the office (Edinburgh/Stirling).  You will be required to be in the office at least 2 days per week with occasional travel to both Edinburgh if you are based in Stirling.

The Role:

Prudential International Assurance (PIA) is an Irish regulated life insurance company and part of the M&G plc group. PIA offers investment, protection and savings products to UK residents, residents of certain crown dependencies and residents (typically expatriate) in selected European countries. 

The Contact Centre team will play a key role in ensuring customers and advisers have the best possible experience in their voice and digital communications with PIA.

The Customer Service Executive (CSE) will play a key role in communicating with customers and advisers through incoming and outgoing calls, and respond to incoming emails and scanned letters, from customers and advisers, supporting a range of products. 

You will be key to accomplishing PIA’s organisation vision by achieving personal objectives, working as part of a team and acting as a role model to colleagues. You will in turn be supported with your own development and career progression. You will be an excellent communicator, both verbally and written, with a strong customer focus, and be able to actively listen to and empathise with the customer. 

As a Contact Centre team member, you will be part of a small, friendly team who support each other to deliver great customer service. 

Key Responsibilities for this role:

• To provide an excellent customer and adviser experience, supporting customers and advisers through new business and servicing journeys across a range of products.
• To inform customers and advisers by providing product and service information, answering questions, educating them on the use of the website and explaining procedures.
• To update customer information and contact interaction history on the system and create work requests for other business units to ensure a seamless service to customers
• To constantly identify and embrace opportunities for improvement
• To actively participate in learning and development opportunities to maintain and update job knowledge and achieve personal and team objectives

Key Knowledge, Skills & Experience:

• Experience of customer service and administrative environments (preferably in financial services, but not essential)
• Experience of handling calls in a Call Centre environment
• Some experience of handling emails/secure messages in a contact centre environment desirable.

Job Level: Colleague

Closing Date: 4 January 2026

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