Job Summary

• The Customer Resilience & Journey Success Lead supports customers when their journeys are not going to plan, additional support is required or when issues arise.
• The role holder will act as the first point of escalation, investigate complaints, identify root causes, and help restore customer confidence.
• At M&G, we’re committed to helping you thrive and supporting your wellbeing, both at work and beyond.

Matching Summary

Skills & Requirements

Key Requirements

• Experience in regulated financial services
• Understanding of complaint handling regulation
• Understanding of Consumer Duty principles
• Strong investigative and analytical skills
• Excellent written and verbal communication skills

Work Rights