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For Companies At a Glance
- Tasks: Engage with customers via phone and email, providing top-notch support and solutions.
- Company: Join Fidelity International, a leader in investment services with over 50 years of experience.
- Benefits: Enjoy flexible working options, free parking, and a comprehensive training programme.
- Why this job: Be part of a dynamic team that values your growth and offers exciting career advancement opportunities.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: This is a permanent role based in Kingswood, Surrey, with a salary of £25,700 plus bonus.
The predicted salary is between 20500 - 30000 £ per year.
About the Opportunity
- Job Type: Permanent
- Application Deadline: 01 May 2025
- Department: Client Services
- Location: Kingswood, Surrey, UK
- Reports To: Team Lead
- Salary: £25,700 plus bonus
Join us as an 'Associate-Client Services' at Fidelity! If you enjoy phone conversations with customers, working from a premium location based in Surrey, UK and seek a dynamic role, look no further. Discover an exciting opportunity to be a key player in our thriving Customer Services - Call Centre team.
What sets you apart:
- Are you confident in your customer service skills?
- Are you able to reliably commute to the office?
- Strong telephone and interpersonal skills, with a willingness to learn new technologies?
- Passionate about finding solutions for customers and contributing positively as a proactive team player?
What sets us apart:
- Join our rapidly growing team
- Benefit from in person and virtual training including classroom and practical experience
- Free parking at our offices in Kingswood, Surrey
- Discover exciting career advancement possibilities for a secure future
About Fidelity International: We're 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 world's most successful investment solution providers.
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.
What you'll do:
- In our busy phone teams, you will be offering first-line support to direct customers or 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:
- Handle direct customers or Independent Financial Advisor (IFA's) interactions through a range of channels, primarily phone and also email and letter - understanding their needs to provide the right solutions to them.
- Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business.
- Explain UK products & services as well as provide guidance on tools and sources of information to empower customers to self-serve.
- Adhere to the call process ensuring application of best practice in call introduction, query identification, resolution and call closure.
- Acknowledge and manage customer complaints, striving to achieve early resolution where possible.
- Quickly and efficiently escalate risk, potential fraud or vulnerable customer situations, ensuring escalation to the appropriate person.
Your skills and experience:
- Prior experience of working in a Customer Service industry - preferably within a corporate environment.
- Strong telephone and verbal communication skills.
- Active listener.
- Passionate about delivering positive solutions for customers.
- Experience in using technology platforms to deliver a service and a willingness to learn new technologies.
- Proactive team player with a desire to improve knowledge and contribute to positive team dynamics across the department.
Feel rewarded:
For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. We'll be as flexible as we can about where and when you work - finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.
Client Services Representative employer: Fidelity International
Contact Detail:
Fidelity International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Representative
✨Tip Number 1
Familiarise yourself with Fidelity's products and services. Understanding what you’ll be discussing with customers will not only boost your confidence but also help you provide accurate information during your phone conversations.
✨Tip Number 2
Practice your telephone communication skills. Since this role heavily relies on phone interactions, consider role-playing scenarios with friends or family to enhance your ability to handle various customer queries effectively.
✨Tip Number 3
Showcase your problem-solving skills in interviews. Be prepared to discuss specific examples where you've successfully resolved customer issues in the past, as this will demonstrate your capability to take ownership of customer interactions.
✨Tip Number 4
Research the company culture at Fidelity. Understanding their values and how they prioritise customer service will help you align your responses during the interview, showing that you’re a great fit for their team.
We think you need these skills to ace Client Services Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles where you've handled phone interactions. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your ability to resolve issues effectively. Mention specific examples of how you've contributed positively in previous roles, showcasing your proactive approach.
Showcase Communication Skills: Since strong telephone and interpersonal skills are crucial for this role, consider including a brief section in your application that outlines your communication style and any relevant training or experiences that have honed these skills.
Highlight Your Team Player Attitude: Fidelity values teamwork, so be sure to mention any experiences where you've successfully collaborated with others. This could be in previous jobs, volunteer work, or even group projects during your studies.
How to prepare for a job interview at Fidelity International
✨Showcase Your Customer Service Skills
Since the role is heavily focused on customer interactions, be prepared to discuss your previous experiences in customer service. Highlight specific examples where you successfully resolved issues or provided exceptional service.
✨Demonstrate Strong Communication Abilities
As a Client Services Representative, strong telephone and verbal communication skills are essential. Practice articulating your thoughts clearly and confidently, and consider doing mock interviews to refine your delivery.
✨Familiarise Yourself with Fidelity's Products
Research Fidelity International's products and services before the interview. Being knowledgeable about what they offer will not only impress your interviewers but also help you answer questions more effectively.
✨Emphasise Your Team Player Attitude
The job requires a proactive team player who contributes positively to team dynamics. Be ready to share examples of how you've worked collaboratively in past roles and how you can bring that spirit to their team.
