Client Services Apprenticeship Programme at Fidelity International

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About Fidelity International

Fidelity International provides world class investment solutions and retirement expertise to institutions, individuals and their advisers - to help our clients build better futures for themselves and generations to come. As a private company we think generationally and invest for the long term. Helping clients to save for retirement and other long term investing objectives has been at the core of our business for nearly 50 years.

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.

Client Services Apprenticeship Programme

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.

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.

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.

How to apply

To apply for this role and to find out more, please click on the apply button below.

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