2024 Client Services Apprenticeship Programme - Dublin, Ireland

Client Service Apprenticeship Programme Dublin Ireland - September 2024

Title:                                     Client Services Apprentice                                               

Department:                        Client Services                                                               

Location:                              Dublin, Ireland

Reports to:                           Department Managers

Job Type:                             2-year Fixed Term Contract starting in September 2024

Apprenticeship:                    Higher certificate in International Financial Services - Level 6

Salary:                                  €24,000 with a €500 sign-on bonus

Who we are:

At Fidelity International, we’ve been helping clients plan and invest for their 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.

We’re known for acting with integrity and thinking for the long-term. And across our organisation, we foster a welcoming, caring and inclusive culture where people feel respected, trusted and able to be themselves.

We see our apprentices as a vital part of our business. We’ll give you the support and training you need to succeed, whilst gaining a qualification. In return, you’ll help us deliver world class services and become highly knowledgeable about our business.

Fidelity International has operated in Ireland since 2000 and is home to the Fidelity International Irish business (FIL Fund Management, FIL Life Insurance and FIL Transaction Services). Our core business activities are focused around the provision of Fund Accounting, Investment Operations, Treasury, Foreign exchange and Client Services. 

Late 2015 we announced the creation of a global shared services structure reflecting our desire to design a global organisation in line with our strategic vision to deliver better futures for our clients. This function plays an essential role in strengthening our culture of continuous improvement enabling us to create simpler, more automated, and scalable and lower-risk ways of meeting clients’ needs quickly

This exciting venture in one of Europe’s largest financial services centres creates significant opportunities for those looking to grow their careers in an international company.

What you’ll be doing:

We don't expect you to come straight in and know everything about what we do. Whatever you’ve studied, we’ll help make sure you get the most out of your time with us.

As a Client Services Apprentice, you’ll join the team and provide first line support to our customers, advisers or members. The Client Services team help customers to manage their investments easily, providing knowledge and guidance to support them in the future.

You can expect to be handling incoming calls from customers and will have the opportunity to make outbound customer calls, deal with complex queries from customers by phone, letter or email, identifying innovations, or supporting new projects and initiatives.

In Client Services, you’ll go on a journey which will help you build your knowledge and your confidence. You will be constantly learning and adding to your understanding of Fidelity and its products and services you progress through your Apprenticeship. The experience you gain will give you an excellent foundation on which to build your career.

What we look for:

We’re looking for 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. During your apprenticeship, you will gain important insights and skills which will prepare you well for your future career, as well as learning from some of the best in the industry.

• 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.

• You will have the ability to build rapport and networks with fellow employees internally and customers externally and will look for new ways to improve the services we offer through showcasing Fidelity’s values of integrity and trust.

• You’ll be highly energetic and inquisitive with a creative mind and will continuously look to identify new ways of working and solving problems.

• We value candidates who still have an interest in learning and who want to build a rewarding career - we’re investing in your career for the long-term.

We welcome applications from students from all educational backgrounds. If you’re inquisitive and ambitious, an apprenticeship at Fidelity could be a great opportunity for you.

As a minimum requirement you’ll need to:

• Be available to join us in September 2024
• Minimum entry requirements are a grade H7/O6 or above in five leaving certificate (or equivalent) subjects. A minimum of grade O6 must be obtained in English. A minimum of grade O6 or a B2 or above in Foundation level must be obtained in Mathematics.
• Holders of a QQI Level 5 Certificate in Business (or equivalent) or QQI Level 6 Advanced Certificate in Business (or equivalent) can apply for entry onto the programme. Non-standard applications will be also considered on an individual basis. Applicants under 21 will be assessed based on Leaving Certificate or equivalent.
• Applicants must be a minimum of 18 years of age before commencing the academic programme. 
• Have good computer skills (knowledge of Microsoft Word, Excel and Power Point preferred)
• Have excellent communication skills
• Please also refer to the specific educational entry requirements for this apprenticeship Higher certificate in International Financial Services - Level 6

Our Values

All our people must be able to demonstrate affinity with the Fidelity core values:

Integrity – Doing the right thing, every time and putting the client first

Trust – Empowering each other to take the initiative and make good decisions

Our Behaviours

All our people must be able to operate in accordance with our behaviours:

Brave - Challenging the status quo, being accountable and speaking up

Bold - Acting with conviction, encouraging diverse thinking and keeping things simple

Curious - Learning to do new things in better ways and encouraging fresh thinking

Compassionate - Having empathy, caring for colleagues, clients & community

Our clients come from all walks of life and so do we.  We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

Training and Development

Over your two-year apprenticeship programme, you will be based in our Dublin offices, where you’ll not only learn how our operations and client services contribute to making our organisation work seamlessly, but also build your knowledge of the wider business.

You’ll start your apprenticeship with a mini-induction, during which we’ll introduce you to investment management and how Fidelity fits into this industry. You will then join the Client Services Induction which will help build your skills and knowledge to speak to our customers. After that, there are many more ways to develop your skills as your apprenticeship progresses.

At every stage, your development will be underpinned by apprenticeship training and professional certified courses.

Unlike other firms that hire on a volume basis, we take on a select number of apprentices. You will be highly valued here, so your development is heavily invested in from day one.

Social and networking events will help you get to know our people and culture. All the while you’ll be learning on the job, working to clear goals and understanding your own potential.

Future Opportunities

During your time with us you’ll get to learn even more about what you enjoy, what you’re great at, and how to develop the career path that’s perfect for you. Our apprenticeship programmes may even lead to full-time opportunities if that’s what you’re looking for.

How to Apply

Feeling inspired to start your journey with us? Then take your first step by applying at: careers.fidelityinternational.com

Our application window closes on Sunday, 7 April 2024 at 23:55 GMT.

Please note that there are two online assessments which you’ll need to complete by the time the window closes. They both take around 40 minutes to complete, so make sure you give yourself plenty of time.

You are encouraged to prepare by researching Fidelity International. Our recruitment process is strengths-based, and so the Cappfinity global hub may be a useful resource during your preparation.

All assessment centres are expected to take place March/April 2024. However, we process applications on a rolling basis, and therefore an early application is advised.

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any adjustments to perform to the best of your ability during the recruitment process and beyond.

For any enquiries regarding your application, you can contact us at earlycareersatfidelity@fil.com. Please note this mailbox is not monitored on weekends or public holidays.