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For Companies At a Glance
- Tasks: Investigate and resolve client complaints, ensuring a positive customer experience.
- Company: Join Fidelity, a leading financial services organisation committed to integrity and trust.
- Benefits: Comprehensive benefits package, flexible working, and support for your professional development.
- Why this job: Make a real impact by driving client-centric change and upholding business integrity.
- Qualifications: Experience in UK financial services and complaint handling; strong communication skills required.
- Other info: Dynamic work environment with opportunities for career growth and personal development.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Job Type: Permanent • Application Deadline: 12 February 2026
Title Resolutions Investigator
Department Resolutions
Location Kingswood, Surrey
Reports To Team Manager
Level Resolutions Investigator (2/3)
We help our clients invest for the future and to live the lives they want to lead. It’s a responsibility we take seriously and it inspires us to do the right thing. Not just for our clients, but for each other and the world around us too. So, join Resolutions and feel like you’re part of something bigger.
About your team
Resolutions supports Fidelity drive our values of Integrity & Trust by being Brave, Bold, Curious & Compassionate, playing a critical role in resolving complaints & providing independent data and insight.
About your role
As a Resolutions Investigator, you will be responsible for ensuring every customer feels heard, valued and satisfied. You will be investigating, resolving, and responding to complaints with a focus on delivering fair outcomes. As a complaint handler, you play a crucial role in driving customer-centric change within the business, using solid reasoning and precise auditing of all complaint cases. We are committed to fully supporting you in this role via coaching and training to be successful in this role.
Key responsibilities include (but are not limited to):
- Manage assigned complaint cases with diligence, adhering to business standards and regulatory requirements, ensuring each case is handled professionally and efficiently.
- Communicate with customers proactively and empathetically, both over the phone and in written correspondence, to foster positive relationships and enhance customer satisfaction.
- Utilise all available resources and information to thoroughly investigate complaints, identify any errors, and implement effective resolutions that meet customer expectations.
- Champion Fidelity’s commitment to the FCA DISP and Consumer Duty regulations by promptly addressing concerns and ensuring customers feel valued and respected throughout their journey, aligning with the Treating Customers Fairly framework.
- Identify and escalate issues that may pose regulatory, reputational, or financial risks, ensuring they are addressed swiftly and appropriately.
- Uphold Fidelity’s reputation and business integrity by consistently demonstrating professionalism and ethical conduct.
- Collaborate effectively with colleagues, sharing expertise and insights to enhance the overall customer experience and contribute to continuous improvement within the team.
About you
- Relevant background in UK financial services is required. Formal complaint handling experience is not essential, as comprehensive training will be provided.
- The successful candidate will demonstrate a proactive approach to professional development, showing a willingness to work towards and achieve industry-recognised qualifications such as IOC1, FA2, or CF1 within 4 years of starting at Fidelity, with the support and guidance provided by the organisation.
- Excellent interpersonal skills with the ability to communicate clearly and confidently with both internal and external customers, over the phone and through written communication.
- Proficient user of Microsoft Office applications, including Word, Outlook, and Excel.
- Demonstrated commitment, professionalism, and maturity in the workplace.
Skills you will develop
This role offers a unique opportunity to grow both personally and professionally. You will not only work towards industry-recognised qualifications but also have the potential for career progression within the team through the Resolutions Competency Framework. As a Resolutions Investigator, you will be supported by your manager and our Process Trainers to develop the following skills:
- Problem Solving: Enhance your ability to analyse complex issues and identify effective solutions, building confidence in handling challenging situations.
- Creative Thinking: Foster innovative thinking by approaching problems from new angles, contributing to improved processes and increased customer satisfaction.
- Resilience: Strengthen your capacity to manage stress and adapt to change, ensuring consistent high performance even in demanding circumstances.
- Network Building within Fidelity: Establish valuable relationships within the organisation, broadening your professional network and promoting collaborative efforts across teams.
Feel rewarded
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And 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. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
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Resolutions Investigator/Senior Investigator employer: Fidelity International
Contact Detail:
Fidelity International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resolutions Investigator/Senior Investigator
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to complaint handling. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your skills during interviews! Use specific examples from your past experiences that highlight your ability to resolve complaints effectively and communicate well with clients.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re genuinely interested in being part of our team at Fidelity.
We think you need these skills to ace Resolutions Investigator/Senior Investigator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Resolutions Investigator role. Highlight your relevant experience in complaint handling and how it aligns with our values of Integrity & Trust.
Showcase Your Skills: Don’t forget to mention your interpersonal skills and ability to communicate effectively. We want to see how you can influence and negotiate, so give us examples that demonstrate these abilities.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that’s easy to read!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Fidelity International
✨Know Your Stuff
Make sure you brush up on your knowledge of the financial services sector, especially around complaint handling. Familiarise yourself with relevant regulations and frameworks like Treating Customers Fairly. This will show that you're not just interested in the role but also understand the industry.
✨Practice Your Communication Skills
Since you'll be dealing with clients and colleagues, practice articulating your thoughts clearly and confidently. Role-play common scenarios you might face as a Resolutions Investigator, focusing on how to handle complaints effectively and empathetically.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved complaints or issues. Highlight your ability to analyse situations, identify errors, and implement solutions. This will demonstrate your capability to handle the responsibilities of the role.
✨Be Ready to Discuss Teamwork
Collaboration is key in this role, so think of instances where you've worked well with others to improve customer experiences. Be prepared to discuss how you can contribute to a positive team dynamic and share your knowledge with colleagues.
