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Application Deadline: 30 April 2024

Title: Associate

Department: Client Services

Location: Kingswood, Surrey, UK

Reports To: Team Lead

About Fidelity International

Were proud to have been helping our clients build better financial futures for over 50 years. From more than 25 locations around the world, we provide investment services and retirement expertise to everyone from central banks to private individuals and have a reputation as one of the worlds most successful investment solution providers. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Client Services team and feel like youre part of something bigger.

Department overview

Customer expectations are ever growing in complexity and the Client Services department is the most important area of our business for delivering outstanding customer experiences every day.

The vision of the department is to deliver a seamless, joined up experience to our customers and advisers when they want it, however they want it. Our role is to provide our customers and advisers with help, expertise and guidance on a range of queries by building strong relationships to develop trust in our business.

What youll do

In our busy phones teams, you will be offering first-line support to Financial Advisors and will be responsible for delivering the best customer experience possible. You will be provided with a comprehensive training programme that will enable you to do just that.

As you progress you will become an ambassador for the business - learning how to promote our services to support the business. Throughout this time you will be supported to develop your own knowledge and personal skills against a framework of competencies, where success is rewarded by a series of promotions and pay rises.

Responsibilities:

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Handle Investment Financial Advisor (IFAs) interactions through a range of channels, primarily phone and also email and letter - understanding their needs to provide the right solutions to them.

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Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business.

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Explain UK products & services as well as provide guidance on tools and sources of information to empower customers to self-serve.

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Adhere to the call process ensuring application of best practice in call introduction, query identification, resolution and call closure

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Acknowledge and manage customer complaints, striving to achieve early resolution where possible.

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Quickly and efficiently escalate risk, potential fraud or vulnerable customer situations, ensuring escalation to the appropriate person.

Your skills and experience

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Prior experience of working in a Customer Service industry - preferably within a corporate environment.

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Strong telephone and verbal communication skills

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Active listener

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Passionate about delivering positive solutions for customers

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Experience in using technology platforms to deliver a service and a willingness to learn new technologies.

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Proactive team player with a desire to improve knowledge and contribute to positive team dynamics across the department