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For Companies At a Glance
- Tasks: Provide first-line support to customers and Financial Advisors via phone and email.
- Company: Fidelity International helps clients build better financial futures for over 50 years.
- Benefits: Enjoy flexible working, free parking, and a comprehensive training programme.
- Why this job: Be part of a dynamic team with opportunities for career advancement and personal growth.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: Join a supportive environment where your contributions are valued and rewarded.
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:
- 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'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:
- Offer first-line support to direct customers or Financial Advisors
- 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:
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.
Customer Service Associate employer: Fidelity International
Contact Detail:
Fidelity International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer 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
Research common customer service challenges in the financial sector. Being aware of typical issues can prepare you for real-life situations and demonstrate your proactive approach during interviews.
✨Tip Number 4
Network with current or former employees of Fidelity. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial when tailoring your approach during the application process.
We think you need these skills to ace Customer 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 verbal communication 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 for customers. Mention specific examples of how you've handled customer interactions or resolved complaints in the past.
Highlight Your Skills: In your application, clearly outline your active listening skills and your ability to work as a proactive team player. These qualities are essential for the role and should be evident in your written application.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in customer service roles.
How to prepare for a job interview at Fidelity International
✨Showcase Your Customer Service Skills
Be prepared to discuss your previous customer service experience. Highlight specific examples where you successfully resolved customer issues or improved their experience, as this role heavily relies on strong interpersonal skills.
✨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, which is crucial for a Customer Service Associate.
✨Familiarise Yourself with Fidelity's Services
Research Fidelity International and its range of products and services. Being knowledgeable about the company will not only impress the interviewer but also help you answer questions more effectively and demonstrate your enthusiasm for the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you had to handle difficult customers or complaints, and be ready to explain how you approached these challenges and what the outcomes were.
