Job Title: Resolutions Investigator
Location: Remote
Contract Length: 7 months
Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services, is currently recruiting for a Resolutions Investigator to join our client, Fidelity International.
This is a 7-month contract opportunity within the Resolutions team, supporting Fidelity's commitment to Integrity & Trust by delivering fair, balanced and customer-focused complaint resolution.
The Role
As a Resolutions Investigator, you will ensure every customer feels heard, valued and treated fairly. You will investigate, resolve and respond to complaints in line with regulatory requirements, delivering clear, reasoned and customer-centric outcomes.
This role plays a critical part in protecting customers, identifying business improvements, and upholding regulatory standards including FCA DISP and Consumer Duty requirements.
Key Responsibilities
Manage assigned complaint cases in line with business standards and regulatory requirements
Conduct thorough investigations using all available systems, documentation and data
Communicate proactively and empathetically with customers via phone and written correspondence
Deliver well-reasoned, fair and balanced complaint outcomes
Champion Treating Customers Fairly principles and Consumer Duty standards
Identify and escalate potential regulatory, reputational or financial risks
Maintain accurate documentation and audit trails for all cases
Collaborate with colleagues to drive continuous improvement and enhance customer experience
Key Skills & Qualifications
Background in UK financial services (essential)
Strong written and verbal communication skills
Excellent analytical and problem-solving abilities
Professional, resilient and customer-focused approach
Proficient in Microsoft Office (Word, Excel, Outlook)
Willingness to work towards industry-recognised qualifications (IOC1, FA2 or CF1) within four years
Previous complaint handling experience beneficial but not essential (full training provided)
What You'll Gain
Structured training and coaching support
Opportunity to work towards recognised financial services qualifications
Career progression through the Resolutions Competency Framework
Exposure to regulatory frameworks and customer-centric change initiatives
A collaborative environment that values curiosity, compassion and integrity