Level 3 Client Services Apprentice Review

by Fidelity International

Best Apprenticeship Employer

Rating

8.4/10

1. Please give an overview of your role and what this involves on a day-to-day basis:

-Receiving messages, letters or calls from clients about an issue or question they may have or a request. -Actioning that request or reaching out to the relevant team to solve the situation. -Educating clients on the area they are querying. -Solving problems for clients.

9/10

2. Have you learnt any new skills or developed existing skills?

-Confidence in talking to clients, and resolving their issues. -Complex problem solving and being pragmatic. -Multi-tasking and being able to put one task on hold and move over to another quickly. -More in depth knowledge of the finance sector.

9/10

3. To what extent do you enjoy your programme?

At the beginning there was a significant amount of new information every day which was initially overwhelming however in a very short space of time my knowledge grew to the point that I am much more comfortable in my role. Overall I am enjoying it to a large extent. My apprenticeship course is enjoyable however the apprenticeship provider Kaplan aren't the best.

8/10

4. How well organised/structured is your programme?

My role is very well organised with regular meetings and goals. My apprenticeship is less, I quite often have meeting with my talent coach and apprenticeship line manager however issues with Kaplan, causing delays to progression of course I'm studying. Also would like more chances to meet other apprentices but I put this down to the lockdown situation.

7/10

5. How much support do you receive from your employer?

There is lots of support - lots of chances to voice concerns and get help for issues. My team lead is always available if i need help or advice.

10/10

6. How much support do you receive from your training provider when working towards your qualifications?

The Kaplan rep. is really nice, but I would say overall Kaplan have not been very good. They aren't solely to blame as Fidelity did tell me that we were moving to a new provider and then we went back to them causing delays in my course. Kaplan, when I re-joined with them, then sent me the course book for the exam I had already done (completed in 13/03/21) rather than the next part of the course, still waiting as of 06/05/21.

5/10

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

The materials provided were great and the text book was great for revising, helped me pass my IOC1 exam first time.

10/10

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

There are lots of opportunities; one example is the Service To Sales course, with experienced people from the sales team, which I am on. This is a programme for improving knowledge in sales, wholesale, and broader fidelity past client services. It also is a great opportunity for networking.

9/10

9a. Would you recommend Fidelity International to a friend?

Yes

9b. Why?

Great big company with tons of opportunity. The apprenticeship is good, and the support is good also. My role specifically is great foundational basis for a career in finance.

10. What tips or advice would you give to others applying to Fidelity International?

Emphasise your skills in problem solving, customer focus and motivation. Any customer facing experience in the past is great to draw on in an interview or written assessment.