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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 client support.
- Benefits: Enjoy flexible working options, comprehensive training, and free parking at our Kingswood office.
- 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.
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.
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.
Customer Service Advisor employer: Fidelity International
Contact Detail:
Fidelity International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarise yourself with Fidelity International's services and products. Understanding what they offer will not only help you answer customer queries effectively but also demonstrate your genuine interest in the company during any 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 situations confidently.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've successfully resolved customer issues in the past. This will highlight your proactive approach and readiness to contribute positively to the team.
✨Tip Number 4
Network with current or former employees of Fidelity International on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace Customer Service Advisor
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 verbal communication skills, as well as any experience with technology platforms.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering positive solutions for customers. Mention specific examples of how you've successfully resolved customer issues in the past and your willingness to learn new technologies.
Showcase Your Skills: Clearly outline your skills that align with the job description, such as active listening, problem-solving, and teamwork. Use bullet points for easy readability and ensure you provide concrete examples of how you've applied these skills in previous roles.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer service role.
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 discuss specific examples of how you've successfully resolved customer issues and provided excellent service.
✨Demonstrate Active Listening
During the interview, practice active listening by summarising what the interviewer says and asking clarifying questions. This shows that you value communication and are keen to understand customer needs.
✨Familiarise Yourself with Fidelity's Services
Research Fidelity International's products and services before the interview. Being knowledgeable about what they offer will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of examples where you've had to handle difficult situations or complaints, and explain how you approached them to achieve a positive outcome.
