Client Services - Associate/ Senior Associate (Bereavement Services) page is loaded
Client Services - Associate/ Senior Associate (Bereavement Services)
Apply locations Kingswood Fields Office time type Full time posted on Posted 8 Days Ago time left to apply End Date: May 7, 2025 (5 days left to apply) job requisition id J52672
About the Opportunity
Job Type: PermanentApplication Deadline: 07 May 2025
Job Description
Title Bereavement Services Associate/ Senior Associate
Department Client Services
Location Kingswood Fields
Reports To Team Lead/Manager
Level 2-3
We’re proud to have been helping our clients build better financial futures for over 50 years. Our success is built on teamwork and support across the globe. Join our Client Services team and be part of something bigger.
About your team
The Client Services department plays a key role in delivering first-line customer care, meeting growing customer expectations. Our goal is to provide a seamless experience for customers and advisers, offering help, expertise, and guidance to build trust and foster strong relationships. We also promote our products and services to support business growth and create high engagement and job satisfaction among employees.
What you’ll do
As a Client Services Associate, you will provide first-line support to customers, advisers, and members, primarily via phone, email, and letter. Your role involves handling a range of queries from basic information to complex issues. You will develop your skills through our competency framework, starting with customer service and progressing to promoting our services. Success is rewarded with promotions and pay rises. You are expected to ensure each customer interaction is valuable, leaving customers with new knowledge to assist them in the future. You will be supported in developing your skills, knowledge, and career within Client Services.
Your key accountabilities
* Handle customer interactions across channels, understanding needs to provide appropriate solutions.
* Take ownership of interactions to resolve issues satisfactorily.
* Explain UK products & services and guide customers on self-service tools.
* Maintain quality standards, validate queries, and ensure accuracy.
* Follow call processes for effective resolution and closure.
* Manage complaints to achieve early resolution.
* Record interaction details for analysis and improvement.
* Meet performance targets such as quality, resolution rate, and customer feedback.
* Attend to attendance and punctuality, adhering to protocols.
* Escalate risks, fraud, or vulnerable situations appropriately.
* Maintain training and competency records.
* Complete mandatory e-learning within deadlines.
* Promote the Fidelity brand and support revenue growth.
* Use knowledge systems effectively and highlight content gaps.
* Own personal development and demonstrate learnings.
* Build professional relationships across teams.
* Support colleagues through buddying and teamwork.
Your skills and experience
* Experience in a customer service environment, preferably in a corporate or regulated setting.
* Strong verbal communication and active listening skills.
* Ability to adapt communication style to customer needs.
* Proactive in seeking information and suggesting improvements.
* Ability to work under pressure in a fast-paced environment.
* Attention to detail and accuracy in data entry.
Regulatory obligations
You must complete a professional qualification (IOC1) within 4 years of starting and maintain regulatory knowledge. Support will be provided to achieve this qualification. More details can be found at https://www.cisi.org/cisiweb2/cisi-website/study-with-us/operations/ioc.
Feel rewarded
We offer a comprehensive benefits package, support your wellbeing and development, and promote flexible working. Visit careers.fidelityinternational.com for more information about working with us. This role is regulated by FCA/PRA, and all employees must adhere to the relevant conduct rules, with training provided on COCON regulations.
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