Senior Customer Services Consultant

You will be responsible for the following tasks:

* Provide an escalation point for issues arising with regards to contact centre services.
* Manage and implement initiatives that will benefit the customer experience, in line with agreed strategy.
* Monitor contact centre and complaint SLA's and escalate any areas of concern.
* Attend regular service review and liaison meetings with frequency appropriate to supplier.
* Provide support to team where required by monitoring contacts (written, verbal and complaints) for quality and correct customer outcomes providing feedback and training as a result.
* Act as point of contact for customers who wish to speak to "head office".

What we are looking for:

You will have previous management experience of outsourced contact services and knowledge of operational and customer relations processes. An investment company background will be highly beneficial, as well as an understanding of the Financial Services industry. It will also be helpful for you to have experience of managing and implementing process improvements.

M&G is committed to a diverse and inclusive workplace. Our role as an employer is very simple - to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences.

We welcome applications from individuals who have taken an extended career break, and we are willing to consider flexible working arrangements for all of our roles.

Chelmsford, England, United Kingdom Chelmsford England GB