Client Services

Our vision is to build the strongest possible customer relationships.

What do we do?

Our vision is to build the strongest possible customer relationships. Client services are crucial to that vision. Depending on the team you join, you might be handling incoming calls from customers, making outbound customer calls, dealing with complex queries from customers by letter, phone and email, identifying innovations, or supporting new projects and initiatives.

UK Phone Teams

The role of the department is to provide support and information to customers investing with Fidelity; to assist in resolving their queries; and to actively promote our products and services. Our vision is to build strong customer relationships.

UK & India Customer Relations

This is a client facing team, dealing with all incoming queries received by email and post as well as those transferred from other areas. The work can include anything from basic information requests and fund performance queries, to Financial Conduct Authority reportable complaints and complex issues.

UK & India Support Team

These teams provide support in various ways to enable customer facing staff to effectively manage their interactions with their customers. This involves: training and coaching support, call service level management and supporting change from the business to front line staff.

Meet the team

It’s important to us that every single one of our 7000 employees has a great experience at Fidelity. Here’s what some of the client services team think of life here.

What will I be doing?

Over your two year apprenticeship programme, you will be based in either our Surrey or Kent offices, where you’ll not only learn how client services is pivotal in making our organisation work seamlessly, but also build your knowledge of the wider business.

Customer Focused

The first six months or so will be focused primarily on speaking to our customers. You will then move around the client services team and get to grips with new skills, including writing letters and investigating queries. You will have time to reflect on your experiences and build case studies with support of your mentor.

Training

You will be on a level 3 financial services apprenticeship. At every stage, your development will be underpinned by the best training and professional certified courses with the aim of employing you full-time once you have completed your apprenticeship qualification. You will spend one day a week offsite as part of your apprenticeship programme, fully focused on your learning and development.

Academy / Progression

When you start with us, you will also be enrolled onto the client services academy. Whilst in the academy, you will receive training on technical software, legals, complaints, consolidation, pensions, new customers and investment trusts over an eighteen month period. This will be in addition to your apprenticeship. 

What we look for

We want people that are interested in both the industry and the sector but ultimately those that are looking for a career which will reward them in both job satisfaction and development.

Career Driven

You will be highly driven with the intellectual curiosity for progression. You don’t need to have a customer focused or communications related background, but an interest in people, customer satisfaction and problem solving are attributes we admire.

Build Networks

You will have the ability to build rapport and networks with fellow employees internally and customers externally.

Keen Learners

We value candidates who still have an interest in learning and who want a career that rewards them financially as well as with job satisfaction. We will invest in your career for the long-term.

Academic Standard

You will need a minimum of two C’s at A level or equivalent and to have already obtained at least five GCSEs between A*-C, two of which we prefer to be English and Maths. 

Learning and development

You will be highly valued here, so your development is heavily invested in from day one with the aim of preparing you for a career within Fidelity International once your apprenticeship studies are completed.

Qualifications

The client services apprenticeships are on a level 3 financial services apprenticeship. This will be completed alongside being enrolled on the Fidelity International client services academy.

Salary and Benefits

We invest a lot of time and resource into our apprentices, ensuring you receive a really strong remuneration package, including salary and lifestyle benefits. Apprentices on a Level 3 apprenticeship receive a starting annual salary of £17,500. All apprentices receive a £500 welcome bonus upon starting as well as a bonus after year one of £1,000 provided that you are on track with your qualification.    

Application process

We like candidates with multiple skillsets, which is why the recruitment process will look to have assessments and questions that will aim to highlight your work ethic, personality and potential.

Online application

We value the different ways that people think. Don’t tell us what you think we want to hear - it’s not what you choose to write about that matters but how you articulate your thoughts. We will be looking for you to provide your answers via previous examples from school, college, employment, voluntary work or societies, sports or clubs you may have been involved with. You don’t have to do this all in one go – you can save and log in as many times as you want with your username and password.

You will need to:
- answer three questions to support your application
- provide an up-to-date CV

Online testing

There is one online, deductive reasoning test to complete. The test is focused on your ability to tackle and identify problems or errors in passages of business text.

Phone interview

If your application is successful, we will ask you to complete a motivation-based telephone interview, lasting approximately 30 minutes. We’ll ask you why this apprenticeship within Fidelity International appeals to you the most, as well as learning more about your interests, background and skills, and how you have previously used these to good effect.

Assessment centre

The top applicants overall will be invited to the final stage, the assessment centre. During this one day assessment, you will be one of seven other candidates involved in a combination of a group exercise, an in-tray exercise and an interview with the business.

Offer

Stand out at the assessment centre and we’ll offer you a place on our apprenticeship programme starting in late September 2018. You’ll have two weeks from the day you receive your offer to make a decision. We will assign you a current apprentice as a buddy to help with your decision making. This individual will also be on hand for help, support and guidance throughout your apprenticeship once you start.