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For Companies At a Glance
- Tasks: Engage with customers via phone and email, providing top-notch support and solutions.
- Company: Fidelity International has over 50 years of experience in investment services and retirement expertise.
- Benefits: Enjoy flexible working options, free parking, and a comprehensive training programme.
- Why this job: Be part of a dynamic team that values customer experience and offers career advancement opportunities.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: Join a supportive environment where your growth and wellbeing are prioritised.
The predicted salary is between 20700 - 29480 £ 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 in 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.
What sets you apart:
- Confident in your customer service skills
- 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 are 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:
- Offer first-line support to direct customers or Financial Advisors
- Handle direct customer interactions through a range of channels, primarily phone and also email and letter
- 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 and 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
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:
We offer a comprehensive benefits package, value your wellbeing, and support your development. We aim to be flexible about where and when you work, finding a balance that works for all of us.
Client Service Associate employer: Fidelity International
Contact Detail:
Fidelity International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Service Associate
✨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 interactions.
✨Tip Number 2
Practice your telephone communication skills. Since this role heavily relies on phone conversations, 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 any networking opportunities. Whether it’s through social media or at job fairs, highlight your passion for finding solutions and how you’ve successfully resolved customer issues in the past.
✨Tip Number 4
Connect with current employees on LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during interviews and help you tailor your approach.
We think you need these skills to ace Client Service Associate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience, particularly in a corporate environment. Emphasise your strong telephone and interpersonal skills, as well as any experience with technology platforms.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for delivering positive solutions to customers. Mention specific examples of how you've successfully resolved customer issues in the past and your willingness to learn new technologies.
Highlight Teamwork Skills: In your application, emphasise your ability to work as a proactive team player. Provide examples of how you've contributed to team dynamics and supported colleagues in achieving common goals.
Showcase Communication Skills: Demonstrate your strong verbal communication skills in your application. You might include examples of how you've effectively communicated with customers or colleagues, especially in resolving queries or complaints.
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 improved customer satisfaction.
✨Demonstrate Strong Communication Abilities
As a Client Service Associate, you'll need excellent telephone and verbal communication skills. Practice articulating your thoughts clearly and confidently, and consider doing mock interviews to refine your delivery.
✨Familiarise Yourself with Fidelity's Services
Research Fidelity International and its range of products and services. Understanding what they offer will help you answer questions more effectively and show your genuine interest in the company.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of situations where you've had to handle difficult customers or complex queries, and be ready to explain how you approached these challenges.
