[Register Your Interest] Client Services Level 3 Apprenticeship - 2021 Intake at Fidelity International

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Client Services Level 3 Apprenticeship

At Fidelity International, 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 roll out world class customer service and become highly knowledgeable about our business.

Department Description

Our vision is to build the strongest possible customer relationships. Client Services is crucial to that vision. We aim to meet the needs of not only our customers, but their customers too: needs that are outlined in their initial phone call, letter or electronic message to Fidelity. Client Services employs some 280 staff across the UK and India in a range of roles. 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 or email, identifying innovations, or supporting new projects and initiatives.

UK Phone Teams
The Phone Teams respond to incoming phone call queries from Independent Financial Advisers and Private Investors alike. 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, post as well as those transferred from other areas. The work can include anything from basic information requests, fund performance queries, to Financial Conduct Authority reportable complaints and complex queries. All work that is generated by UK customers is dealt with in the UK or India sites. Our objective is to respond to all customer queries in a professional, timely and customer centric manner.

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, supporting change from the business to front line staff as well as being an escalation point for technical web and systems issues for quick and effective resolution

Purpose of your role

Over your two-year apprenticeship programme, you will be based in our Surrey 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 itself alongside completing your apprenticeship training.

Customer Focused

We’re all about our customers; the best way to get started is to get to know them. This means the first 6 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.


You will be on a Level 3 Financial Services Apprenticeship Standard. 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 focussed on your learning and development.

Academy / Progression

Alongside your Level 3 in Financial Services qualification, you will also be enrolled in 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 in parallel to your apprenticeship qualification.

Qualifications and Skill Required

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. During your experience, you will gain important insights and skills which will hold you well for your future career as well as learning from some of the best in the industry.

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
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 with the aim of preparing you for a career within Fidelity International once your apprenticeship studies are completed.

Qualifications & Renumeration

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 standard receive an 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.

About Fidelity

Fidelity International offers world class investment solutions and retirement expertise. We are a privately owned, independent company, with the commitment and resources to provide the investment expertise, technology and service innovation needed to help our clients achieve their financial goals.

Our people are passionate, engaged, smart and curious, and we give them the independence and the confidence to make a difference. While we take pride in the excellence of our investment solutions and client service, we know we can always do better. We are honest, respectful and make tough calls, challenging the status quo to achieve better outcomes through innovation. Above all else, we always put our clients first.

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