Customers feel valued and respected throughout their journey, aligning with the Treating Customers Fairly framework. Identify and elevate issues that may pose regulatory, reputational, or financial risks, ensuring swift and appropriate resolution. Uphold Fidelity’s reputation and business integrity by consistently demonstrating professionalism and ethical conduct. Work collaboratively with colleagues, sharing expertise and insights to enhance the overall customer experience and contribute to continuous improvement within the team.
About you
Relevant background in UK financial services is required. Formal complaint handling experience is not essential, as comprehensive training will be provided. The successful candidate will demonstrate a proactive approach to professional development, with a willingness to work towards and achieve industry‑recognised qualifications such as IOC1, FA2, or CF1 within four years of starting at Fidelity, with the organisation’s support and guidance.
Excellent interpersonal skills to communicate clearly and confidently with both internal and external customers, over the phone and through written communication. Proficiency in Microsoft Office (Word, Outlook, Excel). Demonstrated reliability and ability to work effectively in a professional environment.
Skills you will develop
This role offers a unique opportunity to grow both personally and professionally. You will not only work towards industry‑recognised qualifications but also have the potential for career progression within the team through the Resolutions Competency Framework. As a Resolutions Investigator, you will be supported by your manager and Process Trainers to develop the following skills:
* Problem Solving: Analyse complex issues and identify effective solutions.
* Creative Thinking: Approach problems from new angles to improve processes and increase customer satisfaction.
* Resilience: Manage stress and adapt to change, ensuring consistent high performance.
* Network Building within Fidelity: Establish valuable relationships within the organisation, broadening your professional network and promoting collaboration across teams.
Benefits
For starters, we’ll offer a comprehensive benefits package. Your wellbeing is a priority and we support your development. We are flexible about where and when you work, aiming for a balance that works for everyone. We’re committed to making you feel motivated by your work and happy to be part of our team.
To learn more about our work, approach to dynamic working, and how you can build your future here, visit careers.fidelityinternational.com.
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