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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.
About the Opportunity Job Type: Permanent Application Deadline: 11 October 2025
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
You’ll be responsible for investigating, resolving and responding to complaints which could carry a financial, regulatory or reputational implication for the business. The role of a complaint handler is key to help drive client centric change within the business through solid reasoning and accurate audit of all complaint cases.
Key responsibilities include (but not limited to):
- Deal with all complaint cases you’re assigned to agreed business standards & in line with regulations
- Communicate effectively with clients over the phone & in writing
- Use all available sources of information to fully explore complaints, identify errors and resolve them satisfactorily
- Support Fidelity’s Treating Customers Fairly framework, ensuring concerns are promptly reported
- Escalate matters that have regulatory / reputational / financial risk
- Ensure the reputation and business integrity of Fidelity is upheld at all times
- Work collaboratively with colleagues, sharing specialist knowledge and skills within the business to improve the customer experience
About you
Experience & Qualifications required:
- Relevant UK financial services background, including formal complaint handling experience
- IOC1 to be completed within 4 years of start date (if not already held) (Retail)
- FA2 and CF1 qualifications preferable, or willingness to work towards them (WI)
- Ability to influence & negotiate at all levels
- Good interpersonal skills with the ability to communicate effectively and appropriately with internal and external customers, verbally and in writing
- Experienced user of Microsoft Office – Word, Outlook and Excel
- Commitment, professionalism & maturity
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.
Compliance
As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.
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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.
