Customer Experience Advisor – Hybrid, Growth & Training

Fidelity International; Tadworth; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Pension contributions: 10% employer-fu

Private Medical Insurance

Cycle to Work & TaxSaver

On-site gym & wellness support

Enhanced parental & family leave

24/7 Employee Assistance Programme

Dynamic working options

Job summary

Fidelity International in the United Kingdom seeks a Customer Service Representative for our Kingswood Fields office in Surrey. You will support customers across phone, email and letters, explain financial products clearly, and take ownership to resolve issues with empathy.

Join a collaborative Client Services team with comprehensive training and ongoing development, offering hybrid working options and a strong sense of purpose in helping customers manage their financial futures.

Qualifications

• Experience in a customer service role, ideally in a corporate environment.
• Excellent phone manner and verbal communication skills.
• An appetite to grow your expertise through continued learning.
• Strong listening skills and a customer-first attitude.
• Comfortable using digital tools and eager to learn new systems.
• A team-oriented approach and a genuine interest in helping others.

Responsibilities

• Helping customers by handling queries with professionalism and empathy across multiple channels (primarily phone, with email and letters).
• Explaining financial products clearly and guiding customers to helpful tools and information.
• Taking ownership of each interaction, ensuring full resolution.
• Logging and escalating any potential risks, fraud cases, or vulnerable situations.
• Handling complaints constructively, aiming for early resolution.

Skills

Customer service

Phone manner

Verbal communication

Listening skills

Team player

Willing to learn

Digital tools

Tools

CRM software

Job description

Fidelity International in the United Kingdom seeks a Customer Service Representative for our Kingswood Fields office in Surrey. You will support customers across phone, email and letters, explain financial products clearly, and take ownership to resolve issues with empathy.

Join a collaborative Client Services team with comprehensive training and ongoing development, offering hybrid working options and a strong sense of purpose in helping customers manage their financial futures.