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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 your growth and offers exciting career advancement opportunities.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: Join a supportive environment where your contributions make a real impact.
The predicted salary is between 25700 - 36000 £ 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 Center 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. 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 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 they offer will not only help you answer customer queries effectively but also demonstrate your commitment to the role during interviews.
✨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 build confidence and improve your ability to handle various customer situations.
✨Tip Number 3
Research common customer service challenges in the financial sector. Being prepared with solutions or strategies to address these issues can set you apart as a proactive candidate who is ready to contribute from day one.
✨Tip Number 4
Network with current or former employees of Fidelity. Engaging with them on platforms like LinkedIn can provide you with insider insights about the company culture and expectations, which can be invaluable during your application process.
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 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 customer service and your proactive approach to problem-solving. Mention specific examples of how you've successfully handled customer interactions in the past.
Highlight Relevant Skills: In your application, clearly outline your active listening skills and ability to manage customer complaints. Show how you can take ownership of customer interactions and provide positive solutions.
Research Fidelity International: Familiarise yourself with Fidelity's values and services. Understanding their commitment to customer experience will help you align your application with what they are looking for in a candidate.
How to prepare for a job interview at Fidelity International
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service during the interview. Be prepared to share specific examples of how you've successfully resolved customer issues or improved their experience.
✨Demonstrate Strong Communication Abilities
Since this role involves a lot of phone conversations, practice clear and confident communication. You might want to do a mock interview with a friend to refine your verbal skills and ensure you can articulate your thoughts effectively.
✨Familiarise Yourself with Fidelity's Services
Research Fidelity International and understand their products and services. Being knowledgeable about what they offer will not only impress your interviewers but also help you answer questions more effectively.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific customer scenarios. Think through potential situations you might face in the role and prepare your responses, focusing on problem-solving and customer satisfaction.
