Customer Service Accreditation Lead
Employer: M&G
Location: Homebased UK, London, Stirling
Working hours: Full time
Salary: Not listed
Closing date: February 17, 2026
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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.
The Role: Customer Service Accreditation Lead
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 Service Accreditation Lead is responsible for ensuring M&G’s customer service teams are equipped with the right skills, at the right time, to meet customer demand and regulatory expectations. The role holder will work closely with capacity planning, operations, and training teams to align workforce capability with service needs, coordinating training cohorts and recruitment activity for the in-house operation and providing oversight of equivalent activity within outsourced partners.
This role also owns the licensing and accreditation journey for customer service agents, maintaining accurate records and ensuring compliance with regulatory requirements. The role holder will collaborate with compliance, training, and operational teams to streamline learning pathways and ensure that licensing is effectively managed and embedded into colleague development.
Main Responsibilities:
Coordinate with capacity planning and operational teams to align workforce capability with customer demand.
Organise training cohorts and recruitment activity to ensure timely onboarding and upskilling of in-house customer service agents.
Provide oversight of workforce readiness and training coordination within outsourced partners.
Own and maintain records of all licenses and accreditations held by customer service agents across the in-house operation.
Provide oversight of licensing and accreditation activity within supplier operations, ensuring consistency and compliance.
Collaborate with compliance, training, and operational teams to streamline licensing processes and ensure learning journeys are effective and well-managed.
Monitor and report on licensing status, training readiness, and workforce capability across service channels.
Support the development of tools and processes that enable proactive workforce planning and accreditation tracking.
Ensure licensing and accreditation frameworks align with FCA, FOS, and internal standards.
Contribute to continuous improvement of workforce readiness and capability planning processes.
Key Knowledge, Skills & Experience
Experience in workforce planning, training coordination, or accreditation management within a regulated customer service environment.
Strong understanding of licensing and competency frameworks in financial services.
Familiarity with FCA and FOS requirements and how they apply to customer service roles.
Experience working with capacity planning and operational teams to align skills with demand.
Strong organisational and project management skills.
Ability to manage records and reporting with accuracy and attention to detail.
Collaborative mindset with experience working across compliance, training, and operational functions.
Proactive, adaptable, and committed to enabling colleague success and regulatory assurance.
Excellent communication and stakeholder engagement skills.
Work Level : Experienced Colleague
Recruiter: Sarah Mathers
Location: Homebased UK, London, Stirling
Closing Date : 17 February 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.
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